Supervisor II, Application Support

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Location - Bengaluru, India

Experience - 8-12Years

Employment Type - Full-time | Work Mode: Work from office | Shift: 5:30PM-

8:00AM (2 Shifts)

Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.

Availity India is an important part of Availity's global growth journey. Based in Bengaluru, our India teams partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.

Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.

The Technical Application Support Supervisor leads the Availity Extend Application Support team and serves as the primary liaison between Support, Engineering, Product Management, Salesforce, Customer Success, and Platform Operations teams.

This role is responsible for driving support excellence, leading complex customer escalations, overseeing major technical incidents, improving operational readiness, and ensuring the successful support of Availity Extend applications, APIs, integrations, authentication services, and customer onboarding workflows.

The ideal candidate combines deep technical troubleshooting expertise with strong leadership skills and has prior experience supporting enterprise SaaS products in partnership with software engineering teams.

Technical Leadership

• Act as the highest technical escalation point within the Application Support organization.
• Lead investigation and resolution of complex production issues impacting customers.
• Drive cross-functional troubleshooting efforts involving Engineering, Product, Salesforce, Cloud Operations, and Customer Success teams.
• Review technical escalations before Engineering engagement.
• Participate in architecture reviews and operational readiness assessments.
• Identify recurring platform issues and drive permanent corrective actions.
• Lead Root Cause Analysis (RCA) activities following major incidents.
• Review defect trends and partner with Engineering to reduce production incidents.
• Ensure readiness and supportability of new features, releases, and integrations.

Engineering & Product Partnership

• Partner directly with Product Managers and Engineering teams to support product stability.
• Participate in defect triage meetings and release planning discussions.
• Validate bug fixes and production deployments.
• Support go-live activities and release readiness reviews.
• Ensure support requirements are included during product design and development.
• Translate customer-reported issues into detailed technical findings for Engineering teams.
• Help define operational requirements for future platform enhancements.

Customer & Platform Support Leadership

• Oversee escalation handling for high-impact customer issues.
• Ensure timely resolution of platform support requests.
• Support customer onboarding and integration activities.
• Provide technical guidance on API usage, authentication flows, and integration troubleshooting.
• Ensure knowledge sharing across support and engineering teams.
• Continuously improve support processes and operational efficiency.

Team Leadership

• Recruit, coach, mentor, and develop Application Support Engineers.
• Drive technical capability growth across the team.
• Conduct performance reviews and career development planning.
• Establish technical certification and upskilling roadmaps.
• Foster a culture of ownership, accountability, and continuous improvement.

• 8+ years of Application Support, Production Support, Technical Operations, or SaaS Platform Support experience.
• 3+ years leading technical support or platform support teams.
• Experience supporting customer-facing SaaS products.
• Experience working directly with Software Engineering teams.
• Experience participating in defect triage, release reviews, and production readiness activities.
• Experience leading Major Incident investigations and Root Cause Analysis efforts.
• Experience supporting APIs, integrations, authentication platforms, and cloud-native applications.
• Strong understanding of software development and production support lifecycles

• Experience supporting SaaS applications in a production environment.
• Familiarity with monitoring and observability tools.
• Understanding of healthcare technology, EDI transactions, or payer-provider integrations.
• Experience working with global support teams and customers.

• Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.
• Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.
• Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.
• Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.
• Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.
• Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.
• Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.

Our hiring process is designed to be transparent and engaging. Depending on the role, it may include application review, recruiter discussion, technical or functional assessment, hiring manager interviews, team or leadership conversations, offer discussion, background verification, and onboarding support.

Availity is committed to building an inclusive workplace where all associates feel valued, respected, and empowered to do their best work. We welcome candidates from diverse backgrounds and encourage individuals who are excited by collaboration, innovation, and meaningful impact to apply.

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.