Application Support Engineer

Experience: 3-6 Years
Employment Type: Full-time | Work Mode: Work from Office

Shift: 16x5 Operational Support(5:30PM -8:00AM)

Key Responsibilities

• Handle incidents, alerts, and service requests assigned.
• Investigate application, API, authentication, and integration issues using approved tools, logs, and runbooks.
• Perform initial triage, root cause analysis, evidence collection, and detailed ticket updates within ServiceNow.
• Coordinate with NOC, Senior Support Engineers, and Engineering 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, known error records, troubleshooting guides, and shift handover documentation.
• Communicate effectively with internal stakeholders and customers regarding issue status, resolution progress, and follow-up actions.
• Support continuous improvement initiatives to enhance operational efficiency, monitoring, and service quality.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Experience in Application Support, Technical Support, Production Support, or a similar customer-facing support role.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a fast-paced operational support environment and collaborate with global teams.

Technical Skills

• REST APIs, JSON, and XML
• API testing and validation using Postman and/or Insomnia
• Basic SQL and database querying
• Linux fundamentals and command-line troubleshooting
• Log analysis and debugging
• Basic AWS cloud awareness
• Authentication concepts including OAuth, SSO, and API security fundamentals
• ServiceNow or similar ITSM platforms

Operational Skills

• Incident Management and Service Request Handling
• Customer Communication and Stakeholder Management
• ServiceNow Ticket Documentation and Updates
• Runbook Execution and Operational Procedures
• Knowledge Base Creation and Maintenance
• Shift Handover and Escalation Management
• Production Support and Release Validation

Preferred Qualifications

• Experience supporting SaaS applications in a production environment.
• Familiarity with monitoring and observability tools.
• Understanding of healthcare technology, EDI transactions, or payer-provider integrations.
• Experience working with global support teams and customers.