Application Supp Engineer I (Salesforce - 2 roles)
About The Position
Aflac, a Fortune 500 company and industry leader in voluntary insurance products, is seeking an Application Support Engineer I. The company is recognized for its workplace diversity and ethical practices. This role offers a flexible work designation, which can be hybrid or remote depending on the candidate's location within the continental US. Hybrid work (at least 60% in-office) is required for those living within 50 miles of Aflac offices in Columbus, GA or Columbia, SC. Remote work is available for those living more than 50 miles away, with occasional office visits possible based on business needs.
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 in Computer Science, Information Systems, Business Administration or related field
- Zero to 2+ years of application support experience
- Or an equivalent combination of education and experience
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
Benefits
- medical coverage
- dental coverage
- vision coverage
- prescription drug coverage
- health care flexible spending
- dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
- 401(k) plans
- annual bonuses
- opportunity to purchase company stock
- 11 paid holidays
- up to 20 days PTO to be used for any reason
- state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
- other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being
- sick and safe leave (in all states and localities)
- adoption and parental leave (in all states and localities)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
