We are seeking a Senior Application Support Engineer with extensive experience in technical support, specifically in financial services or macroeconomics. The ideal candidate will excel in resolving complex technical challenges, managing critical incidents, and driving initiatives to deliver timely and effective solutions.
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Responsibilities
- Oversee the resolution of complex service requests and incidents while ensuring SLA compliance
- Handle escalations and address urgent issues in collaboration with clients and stakeholders
- Provide mentorship and guidance to junior engineers, promoting skill development and team growth
- Analyze and refine existing workflows and support processes to enhance operational effectiveness
- Validate macroeconomic datasets in partnership with financial institutions to ensure data accuracy
- Work with cross-functional teams to manage incident resolution, technical troubleshooting, and change requests
- Develop and maintain detailed documentation, including troubleshooting guides and best practices
- Perform root cause analysis and implement long-term solutions for recurring technical issues
- Manage unique and complex support scenarios using advanced problem-solving strategies
- Serve as a subject matter expert, offering guidance to internal teams and external stakeholders
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- At least three years of experience in Application Support roles
- Experience working with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic concepts
- Strong communication skills for effective collaboration with clients and team members
- Proficiency in ITIL methodologies and service management practices
- Experience in managing incidents and facilitating change management processes
- Ability to perform under pressure, manage escalations, and meet tight deadlines
- Fluency in written and spoken English at a B2+ level
- 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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