We are seeking a committed Senior Application Support Engineer to be part of our team, offering exceptional technical support to our clients.
The role includes being the primary contact for customer support, executing remote diagnostics, and ensuring effective resolution of customer inquiries. The preferred candidate will display strong motivation, a customer-centric attitude, and comprehensive technical knowledge of various software technologies.
#LI-DNI
Responsibilities
- Act as the primary contact for customer technical issues via phone, email or chat
- Diagnose customer problems remotely, replicate issues in diverse settings, and collaborate with the customer to find solutions
- Assist customers through the process of solving problems
- Own client issues from start to successful completion
- Create and improve best practices documentation to enhance processes
- Log interactions and events as required during the resolution process
- Effectively prioritize tasks and manage time to ensure timely actions
- Keep track of the status and progress of open incidents
- Log and document bugs for investigation by the Software Engineering Team
- Propel case resolutions and involve additional teams when necessary
- Continuously enhance technical skills and deepen understanding of products
- Follow strict security protocols, procedures, and best practices
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- Minimum of 3 years in IT Operations Support
- Background in Linux administration with proficiency in interpreting logs (Linux, HTTP logs)
- Proven track record of diagnosing and clearly communicating technical issues to IT staff and non-technical users
- Advanced critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
- Excellent client-interaction skills with strong attention to detail
- Superior verbal and written communication skills, including grammar and syntax proficiency
- Experience in generating in-depth documentation
- Proficiency with handling correspondence via email and phone
- Capability to manage high workloads within strict deadlines
- Strong time management skills with excellent prioritization understanding
- Independent, self-led learner who thrives in a team setting
- Highly motivated, capable of multitasking and maintaining focus on customer
- Proficient English fluency at a B2+ level
- ITIL credentials or familiarity with ITIL-based processes
- Familiarity with JavaScript and Python (for reading and understanding code)
- Background in using 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
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