Application Support Engineer

Company Overview:

At Growthaxl, we//'re on a mission to incubate and scale innovative product ideas from concept to reality. We empower bold thinkers to solve real-world problems and drive ventures that create lasting impact. If you//'re passionate about reliable technology and helping teams succeed, we want you with us.
Job Summary:

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

What We//'re Looking For (Qualifications)

Education:

• Bachelor//'s degree in Information Technology, Computer Science, or a related technical field.

Experience:

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

Technical Skills:

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

Soft Skills:

• Excellent problem-solving and analytical thinking abilities.
• Strong communication skills-able to interact with technical and non-technical users 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 by users.
• Monitor application health and performance, proactively identifying potential issues.

Incident Management:

• Manage the incident lifecycle from intake to resolution, including severity classification, escalation, and post-incident analysis.
• Ensure timely updates and clear communication with stakeholders on ongoing issues.
• Document issues, troubleshooting steps, and final resolutions in the knowledge base.

Collaboration & Coordination:

• Work closely with development, QA, and infrastructure teams to resolve underlying issues.
• Partner with business users to understand system behaviour, collect feedback, and suggest improvements.
• Coordinate with vendors or external support teams for third-party platform issues.

Process & Improvements:

• Identify recurring issues and propose long-term fixes or process improvements.
• Assist in system testing during releases or upgrades for supported applications.
• 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 our ecosystem 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 technical depth and take on complex support challenges.
• AI Obsession – We//'re always exploring ways to use automation and analytics to improve support workflows.
• Customer Centricity – Everything we do is driven by a desire to create better experiences for our users and teams.

What We Offer (Compensation & Benefits)

• Collaborative Team – Work with experienced engineers, analysts, and product 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.