Requirements:

• Strong familiarity with cloud-based application monitoring (e.g., Azure App Insights, logs, or similar).
• Experience triaging and debugging issues across APIs, databases, and third-party services.
• Ability to read application logs, error traces, and request payloads to identify failure points.
• Clear and structured communicator — able to write effective RCA reports, support documentation, and summaries for non-technical stakeholders.
• Basic comfort with API tools (e.g., Postman), developer tools, or scripting environments.
• A mindset for workflow design—able to understand how users, systems, and data interact across time and services.
• Familiarity with databases (e.g., CosmosDB) and cloud platforms (Azure preferred).
• Detail-oriented and accountable in environments where issues can impact operations or compliance.
• Bonus: Experience working with support queues, ticket triage systems, or incident tracking workflows.

Job description

AI-powered health benefits personalized to each of your employees’ needs. Dedicated to revolutionizing the way employees and businesses approach health insurance. With a focus on innovation and cutting-edge solutions, our client empowers organizations to thrive in an ever-evolving market landscape.

We are hiring a Application Support to serve as a frontline technical resource for application support, issue triage, and log monitoring. This role is ideal for someone who is detail-oriented, systems-minded, and motivated by identifying the root cause of problems — not just resolving incidents, but helping the team learn from them. You will monitor systems, respond to operational issues, and collaborate with engineering and product teams to document patterns, surface product gaps, and recommend long-term fixes. You’ll also take an active role in implementing long-term fixes and closing identified product gaps, not just recommending them.
The ideal candidate is a systems-minded engineer with strong debugging instincts, a bias for automation, and a desire to keep development and production environments clean, reliable, and efficient.

Responsabilities:

• Drive long-term resolution of recurring issues by performing in-depth root cause analysis, collaborating with engineering teams, and implementing sustainable fixes that reduce the need for repetitive short-term interventions.
• Monitor and maintain application health by proactively identifying failures, patterns, and service degradation, raising concerns when needed, and working to ensure the application runs reliably and efficiently at all times.
• Track, analyze, and report operational metrics such as incident volume, resolution rates, frequency of customer-impacting issues, and patterns by customer cohorts to inform stakeholders and guide prioritization efforts.
• Create, manage, and prioritize engineering work items for operational improvements and long-term fixes, ensuring they are properly scoped, documented, and driven to completion in coordination with cross-functional teams.
• Continuously improve operational workflows and documentation by enhancing runbooks, conducting retrospectives, and establishing best practices that help reduce firefighting, accelerate recovery, and support ongoing engineering efficiency.