Application Support Engineer

Key Responsibilities

• Investigate and resolve application support tickets and incidents.
• Troubleshoot REST APIs, integrations, and customer onboarding issues.
• Validate and analyse API requests/responses using Insomnia.
• Troubleshoot authentication and authorization issues involving OAuth2, OIDC, SAML, and SSO.
• Analyse application, API Gateway, CloudWatch, and platform logs.
• Perform SQL queries for production data validation and troubleshooting.
• Support customer onboarding and integration validation activities.
• Participate in major incident bridges and technical investigations.
• Execute release smoke testing and post-deployment validation.
• Work directly with Engineering teams to evaluate defects, validate fixes, and verify production readiness.
• Maintain runbooks, SOPs, knowledge articles, and known error documentation.
• Participate in rotational support coverage including evenings, weekends, and on-call support as required.
• Ensure accurate and timely ServiceNow ticket updates.
• Support problem management and recurring incident reduction initiatives.

Required Qualifications

• 3-5 years of experience in Application Support, Production Support SaaS Support, or Operations Engineering.
• Experience supporting APIs and integrations in a production environment.
• Experience collaborating directly with Software Engineering teams.
• Experience supporting enterprise SaaS applications.

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.