Application Support Engineer

Availity; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Availity is seeking an experienced Application Support specialist in Bengaluru to manage incidents, investigate API and integration issues, and coordinate with global teams. You will perform triage, root cause analysis, and maintain documentation in ServiceNow, ensuring smooth production releases.

You will validate API traffic, assist customer integrations, and contribute to knowledge base creation, while collaborating with NOC and engineering during escalations and major incidents.

Qualifications

• Bachelor's degree or equivalent practical experience in CS/IT/Engineering.
• Experience in Application Support or Production Support or similar roles.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Handle incidents, alerts, and service requests assigned.
• Investigate issues using approved tools, logs, and runbooks.
• Perform initial triage, root cause analysis, and ticket updates in ServiceNow.
• Coordinate with NOC, Senior Support Engineers, and Engineering teams during escalations.
• Validate API requests/responses, troubleshoot connectivity, and support customer integrations.
• Execute smoke testing and production validation during releases.
• Create and maintain knowledge base articles and shift handover docs.
• Communicate status and actions to stakeholders and customers.
• Support continuous improvement initiatives to enhance operations.

Skills

REST APIs

API testing

SQL

Linux

Log analysis

OAuth/SSO

API security

ServiceNow

Education

Bachelor's degree in Computer Science / IT / Eng

Tools

Postman

Insomnia

ServiceNow

Job description

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.