Application Supp Engineer I (Everwell)

About the role

We are seeking an Application Support Engineer I to join our team. This role is available as a hybrid or remote position depending on your location within the continental US.

Responsibilities

• Respond promptly and professionally to customer inquiries through multiple channels
• Troubleshoot and resolve technical issues using logs, monitoring data, and diagnostic tools
• Escalate unresolved or complex issues to senior team members or development teams when required
• Execute standard operating procedures during incidents to minimize disruption and restore service
• Update and maintain operational runbooks and internal knowledge bases with clear, concise information
• Document incidents and resolutions in ticketing systems to support knowledge reuse and transparency
• Work closely with cross-functional teams, such as developers, infrastructure, and QA, Business units and External Customers to resolve issues
• Lead clear communication during active incidents to manage expectations and minimize confusion
• Assist in the resolution of deployment issues and apply temporary workarounds when needed
• Contribute to internal knowledge sharing through documentation and participation in team sessions
• Support training initiatives by sharing best practices and process improvements
• Analyze recurring issues to identify root causes and propose process enhancements
• Participate in initiatives that improve team efficiency, service quality, and customer satisfaction
• Write basic SQL queries to retrieve data for troubleshooting and analysis
• Assist with data validation and support reporting requests related to application support
• Liaise with stakeholders to understand business impact and urgency, adjusting prioritization to meet service expectations

Requirements

The ideal candidate will have:

• A Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field
• 0 - 2+ years of technical application support, business support, or other related experience
• Experience with ITIL concepts and terminology
• Proficiency in troubleshooting, using logs and monitoring data
• Ability to analyze data sets and generate reports
• Understanding of maintaining quality standards
• Effective communication skills

Qualifications

Preferred qualifications include:

• Experience with Everwell

Skills

Essential skills for this role include:

• Technical application support
• Business support
• ITIL concepts and terminology
• Problem-solving and troubleshooting
• Data analysis and report generation
• Quality maintenance
• Communication with stakeholders
• Collaboration with cross-functional teams
• Documentation and knowledge sharing
• SQL query writing
• Data validation and reporting
• Stakeholder liaison
• Incident management

Benefits

We offer a comprehensive benefits package including:

• Medical, dental, and vision coverage
• Prescription drug coverage
• Health care flexible spending account
• Dependent care flexible spending account
• Aflac supplemental policies (Accident, Cancer, Critical Illness, and Hospital Indemnity)
• 401(k) plans
• Annual bonuses
• Opportunity to purchase company stock
• 11 paid holidays
• Up to 20 days of paid time off per year
• State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Other leaves of absence, if eligible

Pay

The salary range for this role is $64,000 - $84,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation.

Schedule

This role is available as a hybrid or remote position depending on your location within the continental US.