Application Support Engineer II

Availity; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible work model

Health benefits

Paid time off

Company holidays

Learning programs

Job summary

Availity India in Bengaluru is seeking an Application Support Engineer II to provide technical support for the Availity Extend platform and integrations. This role serves as the primary operational support function for customer issues, incidents, API failures, authentication problems, onboarding, release validation, and production troubleshooting.

The Engineer will collaborate with Software Engineering, Product Management, Salesforce, Cloud Operations, NOC, Customer Success, and Client

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or an equivalent practical experience.
• 3+ years in Application Support, Technical Support, Production Support, or similar role.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced operational support environment and collaborate with global teams.

Responsibilities

• Handle incidents, alerts, and service requests for the Availity Extend Support team.
• Investigate API, authentication, and integration issues using logs, tools, and runbooks.
• Perform initial triage, root cause analysis, evidence collection, and update tickets in ServiceNow.
• Coordinate with NOC, senior engineers, and engineering during escalations and major incidents.
• Validate API requests/responses, troubleshoot connectivity issues, and support customer integrations.
• Execute smoke testing and production validation during releases and deployments.
• Create and maintain knowledge base articles, known error records, and handover documentation.
• Communicate issue status and resolution progress to stakeholders and customers.
• Support continuous improvement initiatives to enhance monitoring, efficiency, and service quality.

Skills

Analytical skills

Troubleshooting

Communication skills

Collaboration

Problem-solving

Education

Bachelor's degree

Tools

ServiceNow

Monitoring tools

Observability tools

Job description

Availity India is an important part of Availitys global growth journey. Based in Bengaluru, our India teams partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.

Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.

About the Role

The Application Support Engineer II is responsible for providing technical support for the Availity Extend platform and associated integrations. This role serves as the primary operational support function for customer issues, application incidents, API failures, authentication issues, onboarding support, release validation, and production troubleshooting.

The Engineer will work closely with Software Engineering, Product Management, Salesforce, Cloud Operations, NOC, Customer Success, and Client Integration teams to ensure platform stability, service availability, and customer satisfaction.

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 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.
• 3+ years of 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.

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.

Why Join Availity India

• Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.
• Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.
• Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.
• Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.
• Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.
• Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.
• Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.

What to Expect from the Hiring Process

Our hiring process is designed to be transparent and engaging. Depending on the role, it may include application review, recruiter discussion, technical or functional assessment, hiring manager interviews, team or leadership conversations, offer discussion, background verification, and onboarding support.