As a Technical Application Specialist, you will provide technical support for SaaS applications, integrations, and related technologies by diagnosing, troubleshooting, and resolving software, configuration, data, and connectivity issues. You will work directly with customers throughout the support lifecycle, communicate planned product changes and maintenance activities, and collaborate with cross-functional teams to deliver timely and effective resolutions in accordance with established Service Level Agreements (SLAs).

What You Will Be Doing
• Provide direct customer support for SaaS applications, API integrations, and related technologies through phone, email, and support case channels
• Diagnose, troubleshoot, test, and resolve software, application configuration, integration, data exchange, and related technical issues following established support procedures
• Assess, categorize, and prioritize customer issues based on business impact, severity, urgency, and SLAs, escalating complex or critical issues when appropriate
• Serve as a customer contact for planned software upgrades,



maintenance activities, migrations, and product changes, clearly communicating expectations and addressing questions or concerns
• Document customer interactions, troubleshooting activities, test results, screenshots, findings, and resolutions within support systems to maintain complete and accurate case records
• Collaborate with technical and cross-functional teams to investigate and resolve application issues, including daily data exchange and integration failures
• Perform manual testing related to customer migrations, issue resolution, application changes, and other support activities
• Create and maintain customer-facing and internal knowledge base documentation to support issue resolution and product adoption
• Deliver focused customer training on application functionality, new features, enhancements, and technical processes
• Maintain current knowledge of software updates, appli

📌 Technical Application Specialist (Monterrey)
🏢 Epicor Software
📍 Monterrey