We are in search of a skilled Application Support Engineer to join our collaborative team, dedicated to providing technical assistance and enhancing the developmental aspects of our customers' operations. This role offers an exciting opportunity for individuals with a background in support and development, seeking to progress toward a more technical and development-focused career trajectory.
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Responsibilities
- Act as the primary contact for customers seeking technical assistance via phone, email, or chat
- Execute remote troubleshooting, replicate customer issues across diverse environments, and identify customer challenges while working together to find solutions
- Select the most suitable technical resolutions based on issues and customer-provided details
- Walk customers through the resolution process to promote understanding and address concerns
- Take ownership of client issues from start to finish, ensuring efficient technical resolution
- Create and refine documentation to improve and streamline existing processes
- Record events and customer interactions in cases to maintain accurate tracking of resolution history
- Effectively manage priorities and workflows to ensure optimization of time and resources
- Track the progress of open incidents to guarantee timely follow-through and resolution
- Escalate bugs to Software Engineering Teams for further examination and resolution
- Actively engage with other teams to drive cases forward when collaboration is required
- Continuously pursue technical development to enhance products knowledge and skillsets
- Adhere to security protocols, guidelines, and best practices throughout support processes and documentation
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- Minimum 2 years' experience in IT Operations Support
- Competency in Linux administration and interpreting Linux and HTTP logs
- Basic understanding of networking concepts and API integration
- Proficiency in coding languages such as JavaScript or Python
- Familiarity with SDK integrations and cloud environments
- Strong troubleshooting skills with the capability to articulate technical findings to diverse audiences
- Showcase of critical thinking and analytical problem-solving abilities
- Outstanding customer-oriented communication skills with attention to detail
- Qualifications in technical documentation, including workflows, processes, and support materials
- Competency in professional email and phone communication
- Capability to manage demanding workloads and meet tight deadlines
- Effective collaboration skills with the flexibility to learn tasks independently
- Multitasking abilities paired with a motivated and proactive approach to operational functions
- Genuine customer focus and a strong desire to address client needs
- Fluency in English (above B2+ level)
- Showcase of ITIL certification or experience using ITIL-based processes
- Knowledge of reviewing and interpreting JavaScript and Python code
- Familiarity with basic SQL language for resolving data-related issues
- Understanding of Gsuite products and their features/functions
- 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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