We are seeking a proficient **Senior Application Support Engineer** to join our team.
RESPONSIBILITIES
- Execute remote troubleshooting and replicate customer scenarios to identify problems
- Guide customers through the steps needed to resolve their issues
- Retain full responsibility for client issues from start to finish
- Refine existing procedures by developing and documenting best practices
- Record all events and interactions in case logs
- Organize and prioritize workload effectively to adhere to deadlines
- Track and aid in the resolution of all unresolved incidents
- Initiate and record bugs for exploration by the software engineering team
- Propel case resolution and engage with other teams when required
- Ongoing development of technical expertise related to the product
- Uphold compliance with security protocols, procedures, and best practices
**REQUIREMENTS**:
- Minimum of 3 years of experience in IT Operations Support
- Proficiency in Linux administration and skills in interpreting logs from Linux and HTTP systems
- Capability to diagnose issues and effectively communicate solutions to both IT experts and non-technical users
- Competency in English (B2+ level) with superior verbal and written communication skills
- Extensive experience in producing technical documentation
- Capacity to handle large volumes of work within strict deadlines
- Effective time management skills with knowledge of prioritization techniques




- Independent self-starter who is highly motivated and customer-focused
- Background in working as part of a team collaboratively
NICE TO HAVE
- Certification in ITIL or Knowledge of ITIL-based processes
- Proficiency in JavaScript and Python
- Experience with 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)
- Versátil 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

📌 Senior Application Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara