We are on the lookout for a seasoned and motivated Senior Application Support Engineer to join our dedicated and collaborative team. This position is best suited for individuals with a strong background in technical support and development, ready to operate strategically while driving impactful cross-functional improvements. The role provides a unique opportunity to shape and enhance operational efficiency by utilizing deep technical expertise.
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Responsibilities
- Act as a primary escalation point for intricate technical issues, engaging with customers via phone, email, or chat channels
- Perform advanced troubleshooting analysis, replicating customer challenges in varied environments while working closely with customers to identify sustainable solutions
- Propose and implement optimized technical responses tailored to immediate issues and long-term requirements
- Provide expert mentorship to junior engineers, fostering skill development and promoting effective knowledge-sharing within the team
- Take ownership of sensitive client cases from start to resolution, ensuring timely and thorough remediation
- Design and execute strategic improvements to uplift and scale operational workflows
- Maintain precise documentation of incidents, resolutions, and procedures to build a comprehensive knowledge base for the team
- Prioritize work and organize team objectives efficiently amidst tight deadlines and high-pressure demands
- Supervise the resolution of critical incidents, escalating urgent issues to leadership when necessary
- Collaborate with Software Engineering Teams to streamline bug escalation workflows and ensure timely resolution of systemic issues
- Identify and suggest automation opportunities to enhance routine processes and operational agility
- Enhance technical competency by staying informed about product advancements, emerging technologies, and best practices
- Uphold compliance with strict security protocols and guidelines, mentoring team members on robust security practices
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- A minimum of 3 years in progressively responsible IT Operations Support roles
- Knowledge of Linux administration, particularly in diagnosing and solving issues using Linux logs and HTTP logs
- Understanding of networking concepts, API integration, and troubleshooting network issues
- Proficiency in multiple programming languages, with a focus on JavaScript and Python expertise
- Background in SDK integrations, cloud platforms, and related software tools
- Skills in advanced troubleshooting and the ability to resolve complex technical challenges while translating findings for lay audiences
- Competency in client engagement, demonstrating the ability to manage high-pressure situations with strong customer satisfaction outcomes
- Leadership experience in guiding junior staff and fostering collaboration across departments
- Qualifications in developing and maintaining documentation frameworks, such as workflows and knowledge articles
- Flexibility to adapt to shifting priorities and high-paced environments while managing competing tasks effectively
- Self-directed and innovative mindset, with a track record of successfully driving projects independently
- Showcase of interpersonal skills that inspire collaboration and foster trust among stakeholders
- Familiarity with identifying avenues for process enhancements to drive operational efficiency and service improvements
- Commitment to understanding and prioritizing client needs to develop tailored solutions
- Proficiency in English (B2+ level or higher) with strong verbal and written communication abilities
- Background in ITIL practices or formal ITIL certification
- Understanding of JavaScript and Python code, with exposure to both debugging and development
- Expertise in SQL for data querying, problem resolution, and database troubleshooting
- Familiarity with enterprise-grade platforms like Gsuite, Microsoft Azure, AWS, or comparable tools for managing infrastructure-level challenges
- 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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