Technical Support

Engineer

Position: Technical Support Engineer

Department: Tech Support

Experience: 5-10 Years

Work Environment: Production / Application Support

Shift: 247 Rotational Shifts

- Job Summary

We are looking for a technically skilled and customer-focused Technical Support Engineer to manage application and production support activities.

The candidate should have solid hands-on experience in application log analysis,

monitoring tools, API troubleshooting, and incident management. The ideal candidate should be capable of independently investigating technical issues, identifying root causes,

coordinating with internal teams, and ensuring timely resolution of incidents while adhering to defined SLAs.

The candidate should possess excellent communication skills, strong analytical abilities, and the flexibility to work in a 247 rotational shift environment.

- Key Responsibilities
- Monitor application health, system performance, and production environments using monitoring and observability tools.
- Perform detailed log analysis to identify errors, exceptions, performance bottlenecks,

and application failures.
- Troubleshoot application-related issues by analysing logs, API responses, database queries, and system behaviour.
- Use Postman to execute API requests, validate API responses, and troubleshoot API-

related issues.
- Monitor dashboards, alerts, and application metrics to proactively identify potential issues.
- Manage incidents, service requests, and production issues through ticketing tools while ensuring adherence to defined SLAs.
- Perform initial investigation and provide detailed technical information before escalating issues to Development, QA, Product, or Infrastructure teams.
- Coordinate with cross-functional teams to ensure timely resolution of production issues.
- Maintain proper documentation of incidents, troubleshooting steps, known errors, and resolutions.
- Provide regular updates to stakeholders and ensure effective communication during critical incidents.
- Participate in incident management, root cause analysis (RCA), and post-incident reviews.




- Ensure proper shift handovers and continuity of ongoing production support activities.
- Technical Skills & Requirements (Mandatory)

A. Log Analysis & Monitoring Tools
- Strong knowledge and hands-on experience in application log analysis and troubleshooting.
- Ability to analyse application logs, identify error patterns, exceptions, stack traces,

and performance issues.
- Hands-on experience with at least one of the following monitoring/logging tools:

- Grafana
- Kibana / ELK Stack (Elasticsearch, Logstash, Kibana)
- Splunk
- Datadog
- Dynatrace
- Prometheus
- New Relic

B. API & Postman Knowledge
- Good understanding of REST APIs and API integration concepts.
- Hands-on experience with Postman for API execution and troubleshooting.
- Understanding of HTTP methods .
- Knowledge of HTTP status codes .
- Ability to analyse API request/response payloads, headers, authentication mechanisms, and API errors.
- Basic understanding of JSON and XML formats.

C. Ticketing & Incident Tracking Tools
- Hands-on experience working with any ticketing or incident management tool, such as:

- ServiceNow
- Jira Service Management
- Zendesk
- Freshservice
- ManageEngine ServiceDesk Plus
- BMC Remedy

• Understanding of ticket lifecycle, prioritisation, escalation matrix, and SLA management. D. Incident Management
- Understanding of incident management processes and best practices.
- Experience in incident prioritisation, severity classification, escalation procedures,

and SLA management.
- Exposure to handling critical and business-impacting production incidents.

E. RCA Management
- Basic understanding and experience in Root Cause Analysis (RCA).
- Ability to identify recurring issues, analyse root causes, and document RCA reports.
- Understanding of corrective and preventive actions (CAPA) to minimise recurring incidents.




- Experience in tracking RCA action items until closure.

F. Additional Technical Skills
- Basic SQL knowledge for data validation and troubleshooting.
- Understanding of production support and application monitoring processes.
- Basic understanding of trading platforms and trading lifecycle.
- Exposure to supporting business-critical trading applications would be preferred.
- Communication & Behavioural Skills
- Excellent verbal and written communication skills.
- Ability to communicate technical issues clearly to both technical and non-technical stakeholders.
- Strong analytical and problem-solving capabilities.
- Ability to work independently and take ownership of assigned incidents.
- Good coordination and collaboration skills.
- Customer-focused approach with a sense of urgency and accountability.
- Ability to work under pressure, especially during critical production incidents.
- Shift & Work Requirements
- Must be comfortable working in a 247 rotational shift environment.
- Should be flexible to work in day, evening, and night shifts, including weekends and holidays as per the support roster.
- Willingness to participate in shift handovers and ensure smooth transition of ongoing incidents.
- Ability to support critical production incidents as per business requirements.
- Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
- 5-10 years of experience in Application Support / Production Support / Technical

Support.
- Experience supporting app/web-based applications, APIs, and production environments.
- Prior experience in financial services, trading platforms, or transaction-processing applications would be an added advantage.
- Key Competencies
- Strong log analysis and troubleshooting skills.
- Good understanding of REST APIs and Postman.
- Hands-on experience with monitoring and ticketing tools.
- Strong incident ownership and SLA awareness.
- Excellent communication and stakeholder management skills.
- Analytical mindset and problem-solving abilities.
- Flexibility to work in a 247 support model.

📌 Walk-in || Technical Support Engineer- Walk in Drive -14th Nov'26 (Delhi)
🏢 SMC Global Securities
📍 Delhi