Senior Application Support Engineer

We are seeking a proficient Senior Application Support Engineer to join our team.
This position is essential for delivering premier technical support to our clients and resolving issues promptly. The ideal candidate will have a talent for problem-solving, superior communication abilities, and a robust technical foundation.

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Responsibilities

• Act as the initial point of contact for technical support with customers via phone, email, or chat
• Execute remote troubleshooting and replicate customer scenarios to identify problems
• Guide customers through the steps needed to resolve their issues
• Retain full responsibility for client issues from start to finish
• Refine existing procedures by developing and documenting best practices
• Record all events and interactions in case logs
• Organize and prioritize workload effectively to adhere to deadlines
• Track and aid in the resolution of all unresolved incidents
• Initiate and record bugs for exploration by the software engineering team
• Propel case resolution and engage with other teams when required
• Ongoing development of technical expertise related to the product
• Uphold compliance with security protocols, procedures, and best practices

Requirements

• Minimum of 3 years of experience in IT Operations Support
• Proficiency in Linux administration and skills in interpreting logs from Linux and HTTP systems
• Capability to diagnose issues and effectively communicate solutions to both IT experts and non-technical users
• Competency in English (B2+ level) with superior verbal and written communication skills
• Extensive experience in producing technical documentation
• Familiarity with email correspondence and phone interaction protocols
• Capacity to handle large volumes of work within strict deadlines
• Effective time management skills with knowledge of prioritization techniques
• Independent self-starter who is highly motivated and customer-focused
• Background in working as part of a team collaboratively

Nice to have

• Certification in ITIL or Knowledge of ITIL-based processes
• Proficiency in JavaScript and Python
• Experience with Gsuite products

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
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