Application Support Engineer Guadalajara, Mexico or Remote

Responsibilities

• Serve as the initial point of contact for customer technical support via phone, email or chat
• Perform remote troubleshooting, reproduce customer issues in different environments, and work collaboratively with the customer to determine solutions
• Guide customers through the problem-solving process
• Take full ownership of client issues from initiation to successful resolution
• Develop and document best practices to improve existing processes
• Record events and interactions as needed throughout the resolution process
• Prioritize tasks effectively and manage time efficiently to ensure timely action
• Monitor the status and progress of all open incidents
• Open and document bugs for further investigation by the Software Engineering Teams
• Drive case resolution forward and engage other teams when necessary
• Continuously develop technical expertise over the products and deepen product knowledge
• Adhere to strict security guidelines, procedures, and best practices

Requirements

• Minimum of 2 years of experience in IT Operations Support
• Background in Linux administration with proficiency in log interpretation (Linux, HTTP logs)
• Demonstrated experience in troubleshooting and clearly explaining technical issues to both IT personnel and non-technical end users
• Strong critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
• Outstanding client-facing skills with acute attention to detail
• Excellent verbal and written communication skills, including proficiency in grammar and syntax
• Experience in producing detailed documentation, such as creating articles, workflows, and procedures
• Proficient in email correspondence and phone etiquette
• Ability to handle high volumes of work within tight timeframes
• Strong time management skills with clear understanding of priorities
• Independent, self-directed learner who also works well in a team environment
• Highly motivated with the ability to multitask and maintain customer focus
• Fluent in English at a B2+ level

Nice to have

• ITIL certification or experience with ITIL-based processes
• Knowledge of JavaScript and Python (reading and understanding code)
• Experience in Gsuite products

We offer

• 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