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.ResponsibilitiesDiagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applicationsPerform troubleshooting and debugging to identify the root cause of functional and technical incidentsExecute scripts, controlled queries, and authorized operating procedures for service restoration or validationCarry out service restarts, resets, and validations, batch processes, and critical integrations following established proceduresUpdate and track tickets in Freshservice, ensuring quality and traceability in documentationEscalate incidents to the appropriate teams when specialized support or defect correction is required,



and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teamsParticipate in root cause analysis (RCA) and follow up on corrective actionsMonitor the operational health of critical applications and integrations to proactively identify risksComply with ITIL processes and practices for Incident, Problem, and Request ManagementMaintain up-to-date technical documentation and contribute to the development of operating proceduresCreate, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate supportProvide clear and effective communication with users, technical teams, and business areas during incident managementRequirements2+ years of experience in application or digital channel supportBackground in debugging, log analysis, and transaction tracingCapability to execute basic scripts and queries in controlled production environ

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