We are seeking a dedicated Application Support (Dev) to join our team and assist in maintaining optimal application function and solving technical issues for our customers.
The ideal candidate will provide exceptional support and maintain high customer satisfaction.
#LI-DNI
Responsibilities
- Respond, diagnose, resolve and track support queries and community support cases or forum threads
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases
- Use existing troubleshooting tools and techniques to establish a root cause for queries and provide a customer-facing root cause assessment
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis
- Reactively file issue reports to Customer engineers, build documentation and procedures, document desired behavior and/or steps to reproduce, suggest code-level resolutions for complex product bugs, and assist engineers in driving bugs to resolution
- Execute community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design and provide solutions limited to a particular product (or a subset of product features)
- Keep up with notification and escalation procedures
- Follow standards for communications with business involving operational issues
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- 2+ years of experience working in support projects and/or 24x7 environments
- Advanced English level (B2+/C1)
- Proficiency in customer service and customer experience management
- Skilled in clear and effective communication
- Capability to communicate technical content/advice in a structured manner
- Competency in working effectively as part of a global team
- Programming skills in Java or Python
- Familiarity with data query execution and optimization
- Background in APIs
- Knowledge of web technologies including HTTP and Authentication
- Understanding of Linux / Unix - OS environments
- Background in networking
- Skills in TCP/IP troubleshooting
- Understanding of IP routing
- Familiarity with DNS
- Proficiency in cloud technologies
- 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
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