Provides Tier 1 and Tier 2 support for customers and internal teams while supporting a 24x7x365 production platform. Responsible for monitoring system health, troubleshooting issues, managing incidents, and ensuring reliable application performance. Acts as a key interface with customers and internal stakeholders. Sponsorship, in any form, is not available for this position. Location: Remote, US Key Responsibilities: Platform & Production Support • Monitor system health, performance, and alerts using enterprise tools (e.g., Splunk, Grafana, New Relic) • Support batch and real-time processing; troubleshoot failures and reprocess as needed • Investigate production issues and manage escalations • Validate processing results and ensure system stability • Perform FTP/file transfer support (including credential updates) • Participate in rotating on-call support Customer & Technical Support • Provide Tier 1/2 support for customer issues and inquiries • Troubleshoot application and technical problems • Escalate complex issues appropriately • Ensure timely, professional communication with customers • Educate users and improve self-service capability Documentation & Collaboration • Document incidents, resolutions, and processes • Maintain knowledge base and support procedures • Follow SLAs and operational standards • Collaborate across teams to resolve issues Automation & Problem Solving • Automate manual tasks where possible • Perform root cause analysis • Handle multiple priorities in a fast-paced environment Required Qualifications: Experience & Education • Associate degree in Computer Science or related field OR equivalent experience • 2-5 years in application/production support (Tier 1/2) • Experience supporting high-availability systems Technical Skills • SQL and database knowledge (Oracle, PostgreSQL, MongoDB, etc.) • Familiarity with Linux/Unix systems • Understanding of programming concepts (Java, JavaScript, etc.) • Experience with monitoring tools (Splunk, SolarWinds, New Relic) • File transfer (FTP) experience • Basic cloud knowledge (AWS, Azure, or GCP) • Scripting/automation skills Other Skills • Strong troubleshooting and analytical ability • Ability to multitask and prioritize • Strong written and verbal communication • Proficiency in Microsoft Office Preferred Qualifications: • Bachelor's degree in related field • Experience with Docker/Kubernetes • Experience with AWS tools (EC2, S3, IAM) • Familiarity with Grafana, Prometheus, Loki • Healthcare EDI knowledge (ANSI X12, HL7, C-CDA) • Programming experience Work Conditions: • Remote or office-based • Standard hours with on-call rotation • Occasional weekend work • Up to 5% travel Availity culture and benefits: • Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"! • Culture is important to us and there are many ways for you to make your mark here! • We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in. • Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too! • We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one! • We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits. • Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc. • Interested in furthering your education? We offer education reimbursement! • Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents. • Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign. Next steps: After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process. Interview process: • Recruiter resume review • Manager resume review • Recruiter video interview • Manager video interview • Panel video interview Video Camera Usage: Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role. Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.