**Responsibilities**
- Perform troubleshooting and debugging to determine the root cause of functional and technical incidents
- Run scripts, controlled queries, and approved operating procedures to restore or validate services
- Execute service restarts, resets, and validations, batch processes, and critical integrations according to established procedures
- Maintain and track tickets in Freshservice, ensuring high-quality and traceable documentation
- Escalate issues to the right teams when specialized support or defect fixes are needed, and coordinate with Development, Infrastructure, Integrations, and Operations teams
- Contribute to root cause analysis (RCA) and follow through on corrective actions
- Follow ITIL practices for Incident, Problem, and Request Management
- Keep technical documentation current and help build operating procedures
- Develop, update, and enhance the Knowledge Base to resolve recurring incidents faster and improve support efficiency
- Communicate clearly with users, technical teams, and business areas throughout incident management
**Requirements**:
- Practical background in debugging, log review, and transaction tracing
- Ability to run basic scripts and queries in controlled production environments
- Working knowledge of integrations, APIs, and web services
- Familiarity with ticketing tools such as Freshservice, ServiceNow, or Jira Service Management
- Understanding of ITIL processes and terminology




- Clear verbal and written communication skills
- Service-minded approach with strong documentation and follow-up habits
- Analytical ability to spot patterns, correlate events, and speed up incident resolution
- Capability to stay effective under pressure during critical incidents and maintenance windows
- Availability for 24/7 rotating shifts, including weekends and holidays, per the operational calendar
- Willingness to take part in on-call duty and support critical business incidents when needed
- English proficiency at B1+ (intermediate) 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._

📌 Junior Application Support Engineer (Culiacán Rosales)
🏢 Epam Systems
📍 Culiacán Rosales