We are seeking a passionate and skilled Application Support Engineer to join our collaborative team, focused on providing technical support and enhancing the development aspects of our customers' operations. This role offers an exciting opportunity for candidates with a background in support and development, looking to advance toward a more technical and development-oriented career path.
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Responsibilities
- Serve as the first point of contact for customers seeking technical support via phone, email or chat
- Perform remote troubleshooting, reproduce customer issues in different environments, and isolate customer issues while collaborating with customers to find solutions
- Determine the best technical resolutions based on the issues and details provided by customers
- Walk customers through the problem-solving process to ensure understanding and resolution
- Take full ownership of client issues from initiation to closure, ensuring effective technical resolution
- Develop and document best practices to refine and enhance existing processes
- Record events and interactions in cases accurately for clear tracking and resolution history
- Prioritize tasks efficiently and manage workflows in a timely manner
- Monitor the progress and status of open incidents to ensure timely resolution
- Document and escalate bugs to Software Engineering Teams for further investigation
- Drive cases forward by engaging other teams when necessary to facilitate resolution
- Continuously develop technical expertise over products to deepen knowledge and capabilities
- Follow security guidelines, procedures, and best practices in application support and documentation
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- At least 2 years of experience in IT Operations Support
- Demonstrated technical Linux administration skills, including reading and interpreting Linux and HTTP logs
- Basic understanding of networking concepts and API integration
- Proficiency in one or more coding languages, JavaScript or Python preferred
- Familiarity with SDK integrations and cloud environments
- Strong troubleshooting experience, with the ability to explain technical investigations to both IT professionals and non-technical end users
- Critical thinking and problem-solving skills, including investigation, analysis, interpretation, and evaluation
- Outstanding client-facing skills with attention to detail and an ability to differentiate between clients' needs and issues
- Proven experience in documentation, including workflows, procedures, and support articles
- Strong email correspondence and phone etiquette
- Ability to manage high workloads while meeting short deadlines
- Independent and self-directed learner capable of mastering tasks without extensive supervision
- Effective teamwork and interpersonal skills, with the ability to build rapport with colleagues and customers
- Multitasking capabilities and a proactive, motivated approach to support and development
- Genuine customer orientation with a sincere interest in serving the needs of clients
- Fluency in English (above B2+), with excellent verbal and written communication skills
- ITIL certification or experience working with ITIL-based processes
- Knowledge in reading and understanding JavaScript and Python code
- Understanding of basic SQL language for data troubleshooting
- Experience with Gsuite products and their functionalities
- 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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