Application Support Engineer (L2) | Production Support | APIs | SaaS A

Application Support Engineer (L2 Support)

Availity | On Payroll of Allegis Group (1-Year Extendable Contract)

Location: Bengaluru, Karnataka, India
Experience: 3-6 Years
Employment Type: Full-Time (Contract)
Work Mode: Work from Office
Shift: 16x5 Operational Support (5:30 PM - 8:00 AM IST)

About Availity

Availity is one of the leading healthcare technology companies in the United States and operates one of the nation's largest real-time healthcare information networks. The company connects healthcare providers, health plans, and technology partners, enabling secure exchange of administrative, clinical, and financial information. Availity supports critical healthcare workflows including eligibility, authorizations, claims processing, payments, and API-driven integrations, helping improve efficiency across the healthcare ecosystem. [availity.com], [availity.com]

With a strong focus on innovation, interoperability, and customer experience, Availity serves millions of healthcare professionals and facilitates billions of healthcare transactions annually. The company also has a significant presence in Bengaluru through Availity India. [availity.com], [availity.com]

About the Opportunity

We are looking for a highly motivated Application Support Engineer to join the Availity Extend Support Team. The ideal candidate will be responsible for supporting mission-critical SaaS applications, APIs, integrations, and production environments while ensuring high service availability and customer satisfaction.

This role requires strong analytical skills, hands-on troubleshooting experience, and the ability to collaborate effectively with global support and engineering teams.

Key Responsibilities

• Handle incidents, alerts, and service requests assigned to the Availity Extend Support Team.
• Investigate application, API, authentication, and integration issues using approved tools, logs, and runbooks.
• Perform initial triage, root cause analysis, evidence collection, and detailed ticket documentation in ServiceNow.
• Coordinate with NOC, Senior Support Engineers, Product Engineering, and Infrastructure teams during escalations and major incidents.
• Validate API requests and responses, troubleshoot connectivity issues, and support customer integrations.
• Execute smoke testing and production validation activities during application releases and deployments.
• Create and maintain knowledge base articles, troubleshooting guides, known error records, and shift handover documentation.
• Communicate effectively with internal stakeholders and customers regarding issue status, findings, and resolution progress.
• Support continuous improvement initiatives to enhance operational efficiency, monitoring capabilities, and service quality.
• Ensure adherence to SLA, incident management, and operational support processes.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
• 3+ years of experience in Application Support, Production Support, Technical Support, or Customer-Facing Support roles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced production support environment and collaborate with global teams.
• Experience handling critical incidents and working within SLA-driven environments.

Technical Skills

• REST APIs, JSON, XML
• API Testing & Validation (Postman / Insomnia)
• Basic SQL and Database Querying
• Linux Fundamentals and Command-Line Troubleshooting
• Log Analysis and Debugging
• Basic AWS Cloud Awareness
• Authentication Technologies: OAuth, SSO, API Security Fundamentals
• ServiceNow or other ITSM Tools
• Production Support and Application Monitoring

Operational Skills

• Incident Management
• Service Request Handling
• SLA Management
• Customer & Stakeholder Communication
• ServiceNow Ticket Documentation
• Runbook Execution
• Escalation Management
• Shift Handover Process
• Knowledge Base Creation & Maintenance
• Release Validation & Production Support

Preferred Qualifications

• Experience supporting SaaS applications in a production environment.
• Familiarity with application monitoring and observability tools.
• Exposure to Healthcare Technology, EDI Transactions, or Payer-Provider Integrations.
• Experience working with global customers and distributed support teams.

Employment Details

Payroll Company: Allegis Group India
Client: Availity
Contract Duration: 1 Year (Extendable based on performance and business requirements)
Work Location: Bengaluru
Shift: 16x5 Operational Support