Application Supp Engineer I (Everwell)

Aflac is a Fortune 500 company and an industry leader in voluntary insurance products. They are seeking an Application Support Engineer I to respond to customer inquiries, troubleshoot technical issues, and collaborate with cross-functional teams to enhance service quality and customer satisfaction.

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
• Performs other duties as required

Requirements:

• 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
• Bachelor's Degree Computer Science, Information Systems, Business Administration or related field
• 0 - 2+ years of technical application support, business support, or other related experience
• Or an equivalent combination of education and experience
• Everwell experience highly preferred