We are seeking a committed **Senior Application Support Engineer** to be part of our team, offering exceptional technical support to our clients.
RESPONSIBILITIES
- Diagnose customer problems remotely, replicate issues in diverse settings, and collaborate with the customer to find solutions
- Assist customers through the process of solving problems
- Own client issues from start to successful completion
- Create and improve best practices documentation to enhance processes
- Log interactions and events as required during the resolution process
- Effectively prioritize tasks and manage time to ensure timely actions
- Keep track of the status and progress of open incidents
- Log and document bugs for investigation by the Software Engineering Team
- Propel case resolutions and involve additional teams when necessary
- Continuously enhance technical skills and deepen understanding of products
- Follow strict security protocols, procedures, and best practices
**REQUIREMENTS**:
- Minimum of 3 years in IT Operations Support
- Background in Linux administration with proficiency in interpreting logs (Linux, HTTP logs)
- Proven track record of diagnosing and clearly communicating technical issues to IT staff and non-technical users
- Advanced critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
- Excellent client-interaction skills with strong attention to detail
- Superior verbal and written communication skills, including grammar and syntax proficiency
- Experience in generating in-depth documentation
- Capability to manage high workloads within strict deadlines




- Strong time management skills with excellent prioritization understanding
- Independent, self-led learner who thrives in a team setting
- Highly motivated, capable of multitasking and maintaining focus on customer
- Proficient English fluency at a B2+ level
NICE TO HAVE
- ITIL credentials or familiarity with ITIL-based processes
- Familiarity with JavaScript and Python (for reading and understanding code)
- Background in using 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)
- Adaptable 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