RESPONSIBILITIES
- Respond, diagnose, resolve and track support queries and community support cases or forum threads
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases
- Use existing troubleshooting tools and techniques to establish a root cause for queries and provide a customer-facing root cause assessment
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis
- Reactively file issue reports to Customer engineers, build documentation and procedures, document desired behavior and/or steps to reproduce, suggest code-level resolutions for complex product bugs, and assist engineers in driving bugs to resolution
- Execute community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design and provide solutions limited to a particular product (or a subset of product features)
- Keep up with notification and escalation procedures
- Follow standards for communications with business involving operational issues
**REQUIREMENTS**:
- 2+ years of experience working in support projects and/or 24x7 environments
- Advanced English level (B2+/C1)
- Proficiency in customer service and customer experience management
- Skilled in clear and effective communication
- Capability to communicate technical content/advice in a structured manner
- Competency in working effectively as part of a general team
- Programming skills in Java or Python




- Familiarity with data query execution and optimization
- Background in APIs
- Knowledge of web technologies including HTTP and Authentication
- Understanding of Linux / Unix - OS environments
NICE TO HAVE
- Background in networking
- Skills in TCP/IP troubleshooting
- Understanding of IP routing
- Familiarity with DNS
- Proficiency in cloud technologies
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)
- Flexible 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 (Dev) (Guadalajara)
🏢 Epam Systems
📍 Guadalajara