We are seeking a dedicated and experienced Application Support Engineer to join our dynamic team.
This role is critical in ensuring optimal performance and usability of our products by providing top-notch customer support and technical guidance. The ideal candidate will exhibit strong problem-solving skills and a commitment to delivering high customer satisfaction.

#LI-DNI

Responsibilities

• Respond, diagnose, resolve and track customer support queries via phone, email, and chat
• Maintain response and resolution speed as defined by SLOs
• Ensure high customer satisfaction in 90% of cases by adhering to quality standards
• Utilize troubleshooting tools and techniques to determine the root cause of queries and provide assessments
• Document categories of problems and preventive actions for further analysis
• File issue reports to Customer Engineers and suggest code-level resolutions for complex product bugs
• Assist engineers in driving bugs to resolution
• Perform community management tasks when necessary
• Address customer-specific requirements on architectural design and provide product-specific solutions
• Follow notification and escalation procedures
• Adhere to standards for communications with business regarding operational issues

• 2+ years of experience working with support projects and/or in a 24x7 environment
• Proficiency in customer service and customer experience
• Clear and effective communication skills
• Capability to communicate technical content/advice in a structured manner
• Flexibility to work and interact effectively as part of a global team
• Advanced knowledge and skills in Linux/Unix, including troubleshooting, command line, system constraints, and system operations
• Intermediate knowledge of Linux Logging and Monitoring, Package Management, File System and Device Management, Boot process, and Networking
• Understanding of APIs, System Design, web technologies including HTTP, Authentication, and basic web technologies troubleshooting
• Background in Networking with competency in TCP/IP troubleshooting, DNS, and IP routing
• Advanced English level (B2+/C1)

• 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