Application Support Engineer

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Application Support

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

We are seeking a passionate and skilled Application Support Engineer to join our collaborative team, focused on providing technical support and enhancing the development aspects of our customers’ operations. This role offers an exciting opportunity for candidates with a background in support and development, looking to advance toward a more technical and development-oriented career path.

Responsibilities

Serve as the first point of contact for customers seeking technical support via phone, email or chat
Perform remote troubleshooting, reproduce customer issues in different environments, and isolate customer issues while collaborating with customers to find solutions
Determine the best technical resolutions based on the issues and details provided by customers
Walk customers through the problem-solving process to ensure understanding and resolution
Take full ownership of client issues from initiation to closure, ensuring effective technical resolution
Develop and document best practices to refine and enhance existing processes
Record events and interactions in cases accurately for clear tracking and resolution history
Prioritize tasks efficiently and manage workflows in a timely manner
Monitor the progress and status of open incidents to ensure timely resolution
Document and escalate bugs to Software Engineering Teams for further investigation
Drive cases forward by engaging other teams when necessary to facilitate resolution
Continuously develop technical expertise over products to deepen knowledge and capabilities
Follow security guidelines, procedures, and best practices in application support and documentation

Requirements

At least 2 years of experience in IT Operations Support
Demonstrated technical Linux administration skills, including reading and interpreting Linux and HTTP logs
Basic understanding of networking concepts and API integration
Proficiency in one or more coding languages, JavaScript or Python preferred
Familiarity with SDK integrations and cloud environments
Strong troubleshooting experience, with the ability to explain technical investigations to both IT professionals and non-technical end users
Critical thinking and problem-solving skills, including investigation, analysis, interpretation, and evaluation
Outstanding client-facing skills with attention to detail and an ability to differentiate between clients’ needs and issues
Proven experience in documentation, including workflows, procedures, and support articles
Strong email correspondence and phone etiquette
Ability to manage high workloads while meeting short deadlines
Independent and self-directed learner capable of mastering tasks without extensive supervision
Effective teamwork and interpersonal skills, with the ability to build rapport with colleagues and customers
Multitasking capabilities and a proactive, motivated approach to support and development
Genuine customer orientation with a sincere interest in serving the needs of clients
Fluency in English (above B2+), with excellent verbal and written communication skills

Nice to have

ITIL certification or experience working with ITIL-based processes
Knowledge in reading and understanding JavaScript and Python code
Understanding of basic SQL language for data troubleshooting
Experience with Gsuite products and their functionalities

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