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GrowthAXL; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Learning culture

Team collaboration

Job summary

GrowthAXL is seeking an Application Support Engineer to provide critical support across our operational systems, including ServiceNow FSM, Trident Care Online, and custom‑built applications. The role requires strong troubleshooting skills, ITIL familiarity, and collaboration with engineering, product, and operations teams to ensure business‑critical stability.

Candidates should have 3+ years in application support, experience with enterprise platforms like ServiceNow FSM, and a proactive mindset

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
• 3+ years of experience in application support, IT operations, or technical support roles.
• Experience supporting enterprise platforms such as ServiceNow FSM.
• Exposure to custom applications and third‑party SaaS platforms like Trident Care Online and DDF.
• Familiarity with incident management, issue triage, and root cause analysis.
• Strong understanding of ServiceNow platform and workflows, especially the FSM module.
• Knowledge of SQL or basic scripting for data queries and log analysis.
• Experience with monitoring tools and logging systems to troubleshoot application issues.
• Ability to read and analyze logs, JSON/XML payloads, and API responses for debugging.
• Familiarity with ticketing systems, application lifecycle, and ITIL support processes.
• Java & .NET familiarity, willing to migrate.
• Excellent problem‑solving and analytical thinking abilities.
• Strong communication skills—able to interact with technical and non‑technical users alike.
• Ability to work independently and collaboratively under time constraints.
• Organized and methodical in tracking issues and documenting resolutions.
• High sense of ownership and accountability.

Responsibilities

• Provide daily support for ServiceNow FSM, Trident Care Online, custom‑built apps, and DDF.
• Triage, diagnose, and resolve incidents and service requests reported by users.
• Monitor application health and performance, proactively identifying potential issues.
• Manage the incident lifecycle from intake to resolution, including severity classification, escalation, and post‑incident analysis.
• Ensure timely updates and clear communication with stakeholders on ongoing issues.
• Document issues, troubleshooting steps, and final resolutions in the knowledge base.
• Work closely with development, QA, and infrastructure teams to resolve underlying issues.
• Partner with business users to understand system behaviour, collect feedback, and suggest improvements.
• Coordinate with vendors or external support teams for third‑party platform issues.
• Identify recurring issues and propose long‑term fixes or process improvements.
• Assist in system testing during releases or upgrades for supported applications.
• Contribute to support documentation, FAQs, and user guides.
• Support technicians and dispatch teams using the FSM module.
• Troubleshoot workflow errors, assignment issues, and dispatch failures.
• Coordinate with ServiceNow developers to resolve configuration or script‑based errors.

Skills

ServiceNow FSM

Incident management

Log analysis

JSON/XML parsing

Communication skills

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

SQL

Monitoring tools

Scripting basics

Job description

Job Summary

We are seeking a proactive and detail-oriented Application Support Engineer to provide critical support across our operational systems, including ServiceNow FSM, custom-built applications, Trident Care Online, and DDF platforms. The ideal candidate will play a vital role in ensuring application stability, resolving issues, and providing stellar user support. This role requires technical troubleshooting skills, application knowledge, and the ability to coordinate with engineering, product, and operations teams to ensure smooth functioning of business‑critical systems.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
• 3+ years of experience in application support, IT operations, or technical support roles.
• Prior experience supporting enterprise platforms such as ServiceNow Field Service Management (FSM).
• Exposure to custom applications and third‑party SaaS platforms like Trident Care Online and DDF.
• Familiarity with incident management, issue triage, and root cause analysis.
• Strong understanding of ServiceNow platform and workflows, especially the FSM module.
• Knowledge of SQL or basic scripting for data queries and log analysis.
• Experience with monitoring tools and logging systems to troubleshoot application issues.
• Ability to read and analyze logs, JSON/XML payloads, and API responses for debugging.
• Familiarity with ticketing systems, application lifecycle, and ITIL support processes.
• Java & .NET familiarity, willing to migrate.
• Excellent problem‑solving and analytical thinking abilities.
• Strong communication skills—able to interact with technical and non‑technical users alike.
• Ability to work independently and collaboratively under time constraints.
• Organized and methodical in tracking issues and documenting resolutions.
• High sense of ownership and accountability.

Responsibilities

• Provide daily support for ServiceNow FSM, Trident Care Online, custom‑built apps, and DDF.
• Triage, diagnose, and resolve incidents and service requests reported by users.
• Monitor application health and performance, proactively identifying potential issues.
• Manage the incident lifecycle from intake to resolution, including severity classification, escalation, and post‑incident analysis.
• Ensure timely updates and clear communication with stakeholders on ongoing issues.
• Document issues, troubleshooting steps, and final resolutions in the knowledge base.
• Work closely with development, QA, and infrastructure teams to resolve underlying issues.
• Partner with business users to understand system behaviour, collect feedback, and suggest improvements.
• Coordinate with vendors or external support teams for third‑party platform issues.
• Identify recurring issues and propose long‑term fixes or process improvements.
• Assist in system testing during releases or upgrades for supported applications.
• Contribute to support documentation, FAQs, and user guides.
• Support technicians and dispatch teams using the FSM module.
• Troubleshoot workflow errors, assignment issues, and dispatch failures.
• Coordinate with ServiceNow developers to resolve configuration or script‑based errors.

Culture

• Autonomy and trust: You’ll be trusted to own your systems and make data‑driven decisions.
• Ownership and mastery: Opportunities to grow technical depth and take on complex support challenges.
• AI obsession: Exploring automation and analytics to improve support workflows.
• Customer centricity: Driven to create better experiences for users and teams.

Benefits

• Collaborative team: Work with experienced engineers, analysts, and product owners.
• Paid Time Off: 18 annual leave days to rest and recharge.
• Health Insurance: Full medical coverage for you and your dependents.
• Celebrations & events: Regular team meetups and appreciation events.
• Learning culture: Access to training and support to grow your career.