Application Support Engineer

This is a remote position.
We are seeking an Application Support Engineer to support a large-scale Facets migration project within the healthcare payer environment. This role is responsible for ensuring the stability, performance, and functionality of application systems by proactively monitoring, troubleshooting issues, and performing root cause analysis. The ideal candidate will play a key role in supporting business operations during and after system migration.

Key Responsibilities:

Monitor application performance and system health to ensure stability and availability

Troubleshoot and resolve application issues, working closely with end users and technical teams

Perform root cause analysis and implement long-term solutions to prevent recurring issues

Support applications during the Facets migration process, including issue resolution and system validation

Collaborate with development, infrastructure, and business teams to address system defects and enhancements

Manage incident tickets, ensuring timely resolution and clear communication with stakeholders

Assist with system testing efforts, including system integration testing (SIT) and user acceptance testing (UAT)

Maintain documentation for incidents, resolutions, and support processes

Support ongoing system improvements and optimization initiatives

Requirements

Required Qualifications:

Experience in application support, production support, or a similar role

Strong troubleshooting and problem-solving skills

Experience performing root cause analysis and resolving complex system issues

Familiarity with ticketing systems and incident management processes

Excellent communication skills, with the ability to work with both technical and non-technical stakeholders

Experience supporting healthcare payer systems or Facets applications

Experience working on system implementations or migration projects

Knowledge of SQL for basic querying and troubleshooting

Familiarity with Agile or hybrid (“Wagile”) environments

Experience supporting high-volume, production-critical systems