Application Support Engineer

Job Summary

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

Education

What We’re Looking For (Qualifications)Bachelor’s degree in Information Technology, Computer Science, or a relatedtechnical field.

Experience

 3+ years of experience in application support, IT operations, or technicalsupport roles. Prior experience supporting enterprise platforms such as ServiceNow FieldService Management (FSM). Exposure to custom applications and third-party SaaS platforms like TridentCare Online and DDF. Familiarity with incident management, issue triage, and root cause analysis.

Technical Skills

 Strong understanding of ServiceNow platform and workflows (especially FSMmodule). Knowledge of SQL or basic scripting for data queries and log analysis. Experience using monitoring tools and logging systems to troubleshootapplication issues. Ability to read and analyze logs, JSON/XML payloads, and API responses fordebugging. Familiarity with ticketing systems, application lifecycle, and ITIL supportprocesses. Java & .NET willing to migrate

Soft Skills

 Excellent problem-solving and analytical thinking abilities. Strong communication skills—able to interact with technical and non-technicalusers 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.

What You’ll Do (Responsibilities)

Application Support & Troubleshooting: Provide daily support for ServiceNow FSM, Trident Care Online, custom-built apps, and DDF. Triage, diagnose, and resolve incidents and service requests reported byusers. Monitor application health and performance, proactively identifying potentialissues.

Incident Management

 Manage the incident lifecycle from intake to resolution, including severityclassification, escalation, and post-incident analysis. Ensure timely updates and clear communication with stakeholders on ongoingissues. Document issues, troubleshooting steps, and final resolutions in theknowledge base.

Collaboration & Coordination

 Work closely with development, QA, and infrastructure teams to resolveunderlying issues. Partner with business users to understand system behaviour, collectfeedback, and suggest improvements. Coordinate with vendors or external support teams for third-party platformissues.

Process & Improvements

 Identify recurring issues and propose long-term fixes or processimprovements. Assist in system testing during releases or upgrades for supportedapplications. Contribute to support documentation, FAQs, and user guides.

ServiceNow FSM Focus

 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.Why We Are Different (Culture)At Growthaxl, you don’t just solve tickets—you empower operations across ourecosystem to run smoothly and reliably. Autonomy and Trust – You’ll be trusted to own your systems and make data-driven decisions. Ownership and Mastery – You’ll have opportunities to grow your technicaldepth and take on complex support challenges. AI Obsession – We’re always exploring ways to use automation andanalytics to improve support workflows. Customer Centricity – Everything we do is driven by a desire to create betterexperiences for our users and teams.

What We Offer (Compensation & Benefits)

 Collaborative Team – Work with experienced engineers, analysts, andproduct 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.ServiceNow,SQL,monitoring tools,JSON/XML payloads,API