Senior Application Support Engineer

We are seeking a highly experienced and driven Senior Application Support Engineer to join our collaborative team. This role is ideal for candidates with a robust background in technical support and development, ready to contribute on a strategic level while driving cross-functional improvements. The position offers an exciting opportunity to shape and enhance customers' operations while leveraging advanced technical expertise.

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Responsibilities

• Act as the first point of contact for complex technical issues, liaising with customers via phone, email, or chat on escalated matters
• Perform in-depth troubleshooting analysis, including replicating customer issues across diverse environments and isolating complex problems while partnering with customers to develop long-term solutions
• Propose and implement optimized technical solutions addressing both immediate needs and long-term customer requirements
• Provide advanced technical guidance to junior engineers, supporting their development and ensuring consistent knowledge-sharing across the team
• Take ownership of highly sensitive client issues from initiation to resolution, ensuring thorough and comprehensive follow-through
• Design and implement strategic best practices to improve and scale existing processes and workflows
• Maintain detailed and accurate documentation of events, interactions, and resolutions to create a robust knowledge base for ongoing support and training purposes
• Proactively manage priorities and workflows across a broader team context, ensuring timelines and goals are met even under high-pressure situations
• Monitor the progress and resolution of high-priority incidents, escalating and coordinating with leadership when necessary
• Collaborate with Software Engineering Teams to refine bug escalation procedures and ensure timely remediation of system-level issues
• Identify and propose opportunities for automation to streamline routine processes and enhance operational efficiency
• Continuously advance technical expertise, staying updated on product developments, emerging technologies, and best practices to maintain a cutting-edge skill set
• Ensure compliance with rigorous security guidelines and procedures, while encouraging and mentoring team members on adopting security best practices

• At least 3 years of experience in progressively responsible IT Operations Support roles
• Proven expertise in Linux administration, including diagnosing and resolving issues using Linux logs, HTTP logs, and related tools
• Advanced understanding of networking concepts, API integration, and troubleshooting network configurations
• Strong proficiency in multiple programming languages, with expert-level knowledge in JavaScript and Python preferred
• Extensive experience with SDK integrations, cloud environments, and related software development tools
• Outstanding troubleshooting and critical thinking skills, with a track record of resolving complex technical problems efficiently and explaining findings in plain language to diverse audiences
• Exceptional client-facing skills, including the ability to manage challenging situations and resolve customer concerns to their satisfaction
• Leadership experience mentoring junior team members and collaborating effectively across departments
• Ability to create and refine advanced documentation frameworks, including support articles and detailed workflows
• Demonstrated ability to multitask, prioritize effectively, and adapt to rapidly changing workloads in a fast-paced environment
• Self-motivated and resourceful approach, capable of taking initiative and driving projects to completion with minimal supervision
• Strong interpersonal skills with the ability to inspire trust, foster collaboration, and communicate effectively with all stakeholders
• Proactive in identifying opportunities for improvement across processes, workflows, and customer service strategies
• Commitment to exceptional customer orientation, ensuring client needs are thoroughly understood and addressed
• Fluency in English (above B2+), with excellent verbal and written communication skills

• ITIL certification or significant experience working within ITIL-based frameworks
• Demonstrable experience reading and writing JavaScript and Python code for troubleshooting and development purposes
• Advanced SQL knowledge for querying, troubleshooting, and resolving data-related issues
• Experience with enterprise tools and platforms (such as Gsuite, Microsoft Azure, AWS, or equivalent) to support advanced infrastructure troubleshooting and integrations

• 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