We are seeking a dedicated **Application Support Engineer** to join our team and provide top-tier technical assistance to our clients.
RESPONSIBILITIES
- 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




- 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)
- 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

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