Production Data Support Engineer

Company Profile:

Discover the Excitement at Availity - Shaping the Future of Healthcare from Bengaluru, India! 

Welcome to Availity, where we transcend the conventional to redefine the landscape of

healthcare technology. Headquartered in vibrant Jacksonville, FL, with a buzzing office right in

the heart of Bengaluru, India, and a dynamic remote workforce spread across the United States,

we are a global force bound by an impactful mission. 

Why Availity Excites: 

At the forefront of healthcare technology, we are not just a company; we are trailblazers reshaping the future of healthcare. Our mission? To refocus attention on what truly matters -patient care. As the primary healthcare engagement platform, we are the pulsating heartbeat of an industry that touches millions of lives. With a network of over 2 million healthcare providers connected to health plans and processing a staggering 12 billion transactions annually, our influence is on a constant and expansive rise. 

Your Journey with Us: 

Step into the realm of Availity, where innovation is not just encouraged, but celebrated.

Join our energetic, dynamic, and forward-thinking team that believes in the power of ideas and the impact of every contribution. Your role will be instrumental in transforming the healthcare landscape, solving communication challenges, and creating connections that empower the premier healthcare ecosystem of the United States. 

Why Join Availity in India: 

Global Impact: Your work from Bengaluru will directly support and impact the lives of millions of US citizens. 

Innovation Hub: Bengaluru, the tech hub of India, is where your ideas will come to life, contributing to cutting-edge solutions in healthcare technology. 

Collaboration: Engage with a diverse and global team, fostering an environment where collaboration knows no boundaries. 

Career Growth: Availity values your growth journey. With us, you will find opportunities to expand your skill set and advance your career. 

Work-Life Balance: Embrace a work culture that values work-life balance, offering flexibility and support to ensure your well-being. 

Embark on a journey with Availity, where your skills meet impact, and your passion meets purpose. Together, let's shape the future of healthcare from the vibrant city of Bengaluru to the heart of the United States.

Join us and be part of a team that not just changing healthcare but changing lives. 

Roles & Responsibilities

• Serve as the first line of production support (L1) for enterprise application teams.

• Proactively monitor Splunk and New Relic dashboards to identify system issues, performance degradation, and failures.

• Execute runbook-driven actions to assess issues and determine appropriate escalation paths.

• Triage incidents, create and manage tickets, communicate status updates, and escalate to L2/L3/SMEs when required.

• Provide clear, concise, evidence-backed incident updates, including error details, identifiers, timelines, and screenshots.

• Support planned maintenance activities and deployment windows.

• Ensure operational coverage during peak production and critical business hours.

• Engineering or Science degree with minimum 1 year experience as Support Engineer

• Understanding of basic systems and application monitoring concepts.

• Ability to interpret monitoring dashboards, alerts, and metrics.

• Knowledge of thresholds, baseline behaviour, and alert conditions.

• Capability to compare current timelines with historical timelines to identify deviations.

• Experience using filters, time windows, and views in monitoring tools to detect anomalies and abnormal patterns.

• Familiarity with Splunk and New Relic dashboards for monitoring, investigation, and evidence collection.

• Ability to gather relevant evidence (charts, screenshots, logs, timestamps) to support incident triage and escalation.

Good to have:

• Working knowledge of AWS-based data platforms (e.g., MWAA/Airflow, EMR, S3, Redshift, Athena).

• Ability to read or troubleshoot Python, SQL, Scala, or Shell code used in data pipelines.

Operations & Process

• Experience with incident and ticket management workflows (e.g., JIRA).

• Understanding of on-call escalation models and alerting tools (e.g., PagerDuty).

• Clear and professional written and verbal communication.

• Ability to prioritize effectively, remain calm under pressure, and manage multiple incidents simultaneously.