EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture.

Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential. 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 Diagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applications

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

Monitor the operational health of critical applications and integrations to proactively identify risks

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 2+ years of experience in application or digital channel support

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

Strong service orientation, documentation, and follow-up abilities

Analytical skills to identify patterns, correlate events, and accelerate incident resolution

Ability to work under pressure during critical incidents and maintenance windows

Availability to work 24/7 rotating shifts, including weekends and holidays, according to the operational calendar

Willingness to participate in on-call duty and handle critical business incidents when required

Proficiency in English at a B1+ level We offer International projects with top brands

Work with integral teams of highly skilled, diverse peers

Healthcare benefits

Employee financial programs

Paid time off and sick leave

Upskilling, reskilling and certification courses

Unlimited access to the LinkedIn Learning library and 22,000+ courses

Global career opportunities

Volunteer and community involvement opportunities

EPAM Employee Groups

Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.

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