Application Support

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

**DESCRIPTION**:
Are you passionate about providing top-notch technical support to customers? Do you have a strong background in IT operations and software development support? If you are a skilled Salesforce Application Support professional, we have an exciting opportunity for you to join our team at EPAM.

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.

RESPONSIBILITIES
- Conduct remote troubleshooting, reproducing customer issues in different environments and identifying the root causes of problems
- Work closely with customers or their development teams to determine the best solutions based on the provided issue details
- Guide customers through the problem-solving process, ensuring clear and effective communication
- Take ownership of clients' issues from start to finish, ensuring timely and satisfactory technical resolution
- Develop and document best practices to enhance existing processes and knowledge base
- Record all relevant events and interactions in the case management system
- Prioritize and act on tasks promptly, ensuring timely resolution of incidents
- Monitor the status and progress of open incidents, driving them forward and engaging other teams when necessary
- Collaborate with software engineering teams by opening and documenting bugs for investigation
- Continuously develop technical expertise in our products and stay updated with the latest industry trends
- Adhere to security guidelines, procedures, processes, product documentation, and best practices
- Provide technical guidance and support to developers, offering insights and recommendations on the use of cloud-based APIs

**REQUIREMENTS**:

- Minimum of 3 years of experience in IT operations support and software development support
- Demonstrated skills in software development (JavaScript, Python) and web app development
- Experience with software integrations, including working with APIs and connecting different platforms
- Familiarity with SSO/SAML and knowledge of web security protocols and standards (SSL/TLS, OAuth, JWT, SSO)
- Strong technical skills in Linux administration and basic web technologies (HTTP, HTML, DNS, TCP)
- Ability to read and interpret logs (Linux, HTTP) and troubleshoot issues for both technical and non-technical users
- Excellent critical thinking and problem-solving skills, with the ability to analyze, evaluate, and explain complex situations
- Outstanding client-facing skills, with an attention to detail and the ability to understand and address clients' specific needs
- Fluent English proficiency (B2+ level or above) and excellent verbal and written communication skills
- Strong documentation skills in relevant languages, including creating articles, workflows, and procedures
- Ability to work efficiently in high-volume environments with tight deadlines
- Well-versed in time management and familiar with Agile methodologies
- Independent and self-directed learner with the ability to work collaboratively in a team environment
- Highly motivated, multitasking, and customer-oriented, with a genuine desire to help others

NICE TO HAVE
- Understanding of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.)
- Familiarity with software development frameworks and methodologies (Agile methodologies)
- Knowledge of authorization and authentication processes, particularly experience in IAM (Identity & Access Management)
- ITIL certification or experience working with ITIL-based processes
- Experience with cloud storage solutions
- Proficiency in scripting and system design
- Experience with Google Workspace products
- SQL experience

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

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