Senior System Support Engineer (1st Line) Remote

Responsibilities

• Provide technical support for the first line and resolve issues tied to product implementation
• Work with development and infrastructure teams to pinpoint and fix application problems
• Assist with the deployment of new system features, enhancements, and bug corrections
• Record support processes, recognized issues, and resolutions for future use
• Communicate with stakeholders and update them on issue resolution progress
• Confirm details of incidents and service requests
• Duplicate problems in lower environments when needed
• Examine system logs and user traces in OKTA & Commerce Tools
• Check log correlations among various users
• Initiate the onboarding of new users in Okta with multiple SAPs using Postman
• Identify and fix issues related to orders, order history, and carts in MAS/MARLO
• Respond to product-related problems in MAS/MARLO
• Engage with markets to manage live issues

Requirements

• Minimum of 3 years of experience in a system support role
• Proficiency in troubleshooting techniques
• Knowledge of AWS basics, such as CloudWatch alerts and Teams
• Familiarity with SNOW and monitoring tools like QM, DataDog, and Logic Monitor
• Capability to analyze and interpret logs and system data
• Understanding of OKTA user management and authentication processes
• Skills in documenting and maintaining support processes
• Background in supporting cloud-based applications
• Competency in proactive monitoring and issue identification
• Understanding of incident replication and validation processes
• Excellent communication skills to effectively liaise with stakeholders and teams
• Flexibility to adapt to evolving technologies and tools

Nice to have

• Capability to use Postman for user onboarding in Okta
• Qualifications in e-commerce systems like MAS and MARLO
• Expertise in real-time troubleshooting of marketplace issues

We offer

• Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
• Lunch Allowance - You will receive a daily allowance of CLP $ 7.000 per working day. Enjoy a nice meal on us
• Allowance for internet and electricity - You will receive an allowance of CLP$15.000 per month to cover internet and electricity expense
• National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
• Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home