We are seeking a dedicated Application Support Engineer to join our team and provide top-tier technical assistance to our clients.
This role involves being the first point of contact for customer support, performing remote troubleshooting, and ensuring that all customer issues are efficiently resolved. The ideal candidate will be highly motivated, customer-oriented, and possess deep technical expertise across a variety of software products.

#LI-DNI

Responsibilities

• Serve as the initial point of contact for customer technical support via phone, email or chat
• Perform remote troubleshooting, reproduce customer issues in different environments, and work collaboratively with the customer to determine solutions
• Guide customers through the problem-solving process
• Take full ownership of client issues from initiation to successful resolution
• Develop and document best practices to improve existing processes
• Record events and interactions as needed throughout the resolution process
• Prioritize tasks effectively and manage time efficiently to ensure timely action
• Monitor the status and progress of all open incidents
• Open and document bugs for further investigation by the Software Engineering Teams
• Drive case resolution forward and engage other teams when necessary
• Continuously develop technical expertise over the products and deepen product knowledge
• Adhere to strict security guidelines, procedures, and best practices

• Minimum of 2 years of experience in IT Operations Support
• Background in Linux administration with proficiency in log interpretation (Linux, HTTP logs)
• Demonstrated experience in troubleshooting and clearly explaining technical issues to both IT personnel and non-technical end users
• Strong critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
• Outstanding client-facing skills with acute attention to detail
• Excellent verbal and written communication skills, including proficiency in grammar and syntax
• Experience in producing detailed documentation, such as creating articles, workflows, and procedures
• Proficient in email correspondence and phone etiquette
• Ability to handle high volumes of work within tight timeframes
• Strong time management skills with clear understanding of priorities
• Independent, self-directed learner who also works well in a team environment
• Highly motivated with the ability to multitask and maintain customer focus
• Fluent in English at a B2+ level

• ITIL certification or experience with ITIL-based processes
• Knowledge of JavaScript and Python (reading and understanding code)
• Experience in Gsuite products

• 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