Application Support Engineer

A leading organization is seeking an Application Support Engineer to provide Tier 3 technical support. This individual will work directly with end users and internal teams to troubleshoot complex issues involving scripting, integrations, authentication protocols, and platform behavior.

The most common support issues handled are Email, SSO/Authentication, Web Services, Scripting/Rest API, and Database issues.

*This role requires onsite work on a hybrid basis in San Diego, CA*

Responsibilities

• Diagnose and resolve technical issues related to the ServiceNow platform.
• Support platform integrations, performance issues, and custom scripting challenges.
• Troubleshoot issues involving SSO, LDAP/Active Directory, email routing, and REST/SOAP APIs.
• Collaborate with engineering and product teams to investigate and escalate platform bugs.
• Communicate effectively with customers via email, chat, and phone.
• Create and maintain internal knowledge base articles and documentation.
• Meet SLA targets and maintain high customer satisfaction.

Requirements

• 2+ years in a technical support, application support, or platform operations role.
• Hands-on experience with JavaScript, Java, or SQL for troubleshooting or scripting.
• Strong knowledge of REST/SOAP APIs and integration troubleshooting.
• Experience supporting authentication and directory services (SSO, LDAP, AD, OAuth).
• Clear and professional communication skills written and verbal.
• Experience with a cloud-based platform; ServiceNow experience is a strong plus.

Preferred Qualifications

• Prior experience in high-volume, customer-facing technical support roles.
• Familiarity with ITSM platforms, cloud technologies, or enterprise SaaS environments.
• ITIL Foundation certification or understanding of ITIL-based workflows.
• Background in log analysis, monitoring, or performance tuning.