We are seeking an Application Support Engineer to provide operational and functional support to digital channel platforms, ensuring service continuity through incident diagnosis, analysis, and resolution, execution of operational activities, integration monitoring, and coordination with development and operations teams. This role acts as an intermediary between the help desk and specialized engineering teams.

Responsibilities
- Perform troubleshooting and debugging to identify the root cause of functional and technical incidents
- Execute scripts, controlled queries, and authorized operating procedures for service restoration or validation
- Carry out service restarts, resets, and validations, batch processes, and critical integrations following established procedures
- Update and track tickets in Freshservice, ensuring quality and traceability in documentation
- Escalate incidents to the appropriate teams when specialized support or defect correction is required, and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teams




- Participate in root cause analysis (RCA) and follow up on corrective actions
- Comply with ITIL processes and practices for Incident, Problem, and Request Management
- Maintain up-to-date technical documentation and contribute to the development of operating procedures
- Create, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate support
- Provide clear and effective communication with users, technical teams, and business areas during incident management

Requirements:
- Background in debugging, log analysis, and transaction tracing
- Capability to execute basic scripts and queries in controlled production environments
- Knowledge of integrations, APIs, and web services
- Familiarity with ticket management tools such as Freshservice, ServiceNow, or Jira Service Management
- Knowledge of ITIL processes
- Excellent verbal and written communication skills
- Str

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