Senior 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 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.

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

Requirements

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

Nice to have

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

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