Application Support Engineer

We are seeking a dedicated Application Support Engineer to join our dynamic team.
The ideal candidate will be responsible for providing exceptional support to our customers by responding to, diagnosing, and resolving technical issues efficiently. As an Application Support Engineer, you will ensure the high satisfaction of our customers while adhering to our service level objectives and quality standards.

#LI-DNI

Responsibilities

• Respond to customer support queries via phone, email, and chat
• Maintain response and resolution times as defined by service level objectives
• Keep high customer satisfaction scores in 90% of cases
• Establish root cause for queries using troubleshooting tools and techniques, and provide customer-facing root cause assessment
• Document problem classes and preventative actions for further analysis
• File issue reports to Customer engineers and suggest code-level resolutions for complex product bugs
• Perform community management tasks as needed
• Provide solutions for cases involving customer-specific architectural design requirements
• Follow notification and escalation procedures
• Adhere to communication standards for operational issues

Requirements

• 2+ years of experience in support projects and/or 24x7 environments
• Proficiency in customer service and customer experience
• Skills in effective and clear communication
• Ability to communicate technical content in a structured manner
• Capability to effectively interact as part of a global team
• Advanced knowledge in databases, data analysis techniques, and Python, Java, or SQL
• Hands-on experience with databases
• Analytical skills with the capability to break down issues and code
• Intermediate knowledge of Linux/Unix, APIs/system design, and web technologies including HTTP and authentication
• Basic familiarity with programming, Linux/Unix command line, system constraints, web technologies troubleshooting including HTTP, CSS, JS, and web servers & frameworks
• Networking knowledge including TCP/IP troubleshooting, DNS, and IP routing
• Advanced English level (B2+/C1)

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)
• Flexible 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

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.
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.