Application Supp Engineer I (Everwell)

About the role

The Application Support Engineer I position at Aflac requires a bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field, with 0-2 years of technical application support, business support, or related experience. Everwell experience is preferred.

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
• Absorb and apply temporary workarounds when needed
• Contribute to internal knowledge sharing through documentation and participation in team sessions
• 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
• Aid in 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
• Perform other duties as required

Qualifications

• Understanding of ITIL concepts and terminology
• Proficiency in troubleshooting, using logs and monitoring data
• Ability to analyze data sets and generate reports
• Understanding the importance of maintaining quality standards
• Effective communication with stakeholders at various levels

Skills

• Technical application support
• Business support
• ITIL concepts and terminology
• Problem-solving and troubleshooting
• Data analysis and report generation
• Communication skills

Benefits

• Total Rewards: Salary range $64,000 - $84,000
• 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 PTO
• State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Other leaves of absence, if eligible