Application Support Engineer

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Application Support

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

We are seeking an Application Support Engineer with a background in financial services who thrives in high-pressure situations. The ideal candidate possesses an understanding of incident management, the capability to analyze macroeconomic data under tight deadlines, and competency in handling complex support requests. This position requires expertise in managing ServiceNow incidents, ensuring compliance with Service Level Agreements (SLAs), and maintaining high-quality outcomes.

Responsibilities

Manage ServiceNow incidents, whether generated automatically or submitted by end users
Resolve issues efficiently using workflows detailed in Confluence
Communicate effectively with external users and escalate cases to clients when needed
Validate data from financial organizations, ensuring an understanding of macroeconomic categories
Work with sensitive data while adhering to tight SLAs
Lead participation in Incident and Change Management processes
Update and maintain documentation as required
Address complex requests and critical escalations outside of routine operations

Requirements

2+ years of background in Application Support
Familiarity with ticketing systems, including ServiceNow
Strong communication skills for interactions with external users
Proficiency in ITIL practices
Background in financial or banking environments, or macroeconomic knowledge willing to transition into application support
Stress tolerance to manage high-pressure scenarios with strong motivation
B2+ English proficiency

Nice to have

Showcase of additional certifications in ITIL or financial systems
Understanding of automation tools to streamline workflows
Competency in database querying and reporting
Background in handling multilingual or cross-regional support scenarios

Benefits

International projects with top brands
Work with global teams of highly skilled, diverse peers
Healthcare benefits
Employee financial programs
Paid time off and sick leave
Upskilling, reskilling and certification courses
Unlimited access to the LinkedIn Learning library and 22,000+ courses
Global career opportunities
Volunteer and community involvement opportunities
EPAM Employee Groups
Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn