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

• 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
• Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
• Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
• Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
• Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
• Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
• Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
• 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
• Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!