RESPONSIBILITIES
- 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 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, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution
- Perform community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features)
- Follow notification and escalation procedures
- Follow standards for communications with business involving operational issues
**REQUIREMENTS**:
- 2+ years of experience working with support projects and/or a 24x7 environments
- Advanced english level (B2+/C1)
- Customer Service and Customer Experience
- Strong knowledge of programming and coding principles
- Experience in working with data and data analysis techniques
- Knowledge of APIs and system design
- Proficiency in effective triage and troubleshooting
- Hands-on experience with SQL or BQL for querying and data manipulation
- Familiarity with web technologies and troubleshooting, including HTTP,



CSS, and JavaScript
- Understanding of web servers and frameworks
- Experience with CI/CD (Continuous Integration and Continuous Deployment)
- Proficiency in Python or Java
- Strong analytical skills with the ability to read and break down issues and code
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)
- Adaptable 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