We are seeking an experienced Senior Application Support Specialist. In this senior role, you will provide exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and actively enhancing our existing processes.

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Responsibilities

• Act as the primary point of contact for customers seeking technical support through phone, email, or chat
• Conduct remote troubleshooting, reproduce customer issues across different environments, and collaborate with customers to identify effective solutions
• Assess issues based on detailed information from customers to determine optimal solutions
• Guide customers through detailed problem-solving processes
• Assume full ownership of client issues from initiation to resolution, guaranteeing effective technical outcomes
• Develop, implement, and document best practices to refine existing processes
• Log events and interactions accurately in the case management system
• Prioritize tasks effectively to ensure timely responses
• Monitor the status and drive the progress towards resolution of all open incidents
• Identify bugs for investigation by Software Engineering Teams and document accordingly
• Proactively push cases forward and engage other teams when necessary
• Enhance technical knowledge of the products consistently and deepen expertise
• Comply with security policies, procedures, processes, and adhere to best practices in product documentation

• 3+ years of experience in IT Operations Support
• Expertise in technical Linux administration and skilled in interpreting logs (Linux, HTTP)
• Proven track record of troubleshooting and clearly explaining technical processes to both IT professionals and non-technical users
• Strong background in critical thinking including investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
• Exceptional client-facing skills, meticulous attention to detail, and the ability to distinguish between client needs and issues
• Fluency in English, with proficiency above B2+ level
• Superior verbal and written communication skills with advanced knowledge in grammar and syntax
• Extensive experience in creating and maintaining documentation (articles, workflows, procedures, etc.)
• Highly skilled in email communication and phone etiquette
• Ability to manage high volumes of work and tight deadlines effectively
• Excellent time management and prioritization skills
• Independent and self-motivated learner who thrives in team settings
• Highly motivated, capable of multitasking and remaining customer-focused with a strong desire to assist others

• ITIL certification or familiarity with ITIL-based processes
• Proficiency in Javascript and Python, specifically in 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