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Application Support Engineer

hace 1 mes

Guadalajara, México EPAM Systems A tiempo completo

We are seeking a dedicated and experienced **Application Support Engineer** to join our dynamic team.

RESPONSIBILITIES
- Maintain response and resolution speed as defined by SLOs
- Ensure high customer satisfaction in 90% of cases by adhering to quality standards
- Utilize troubleshooting tools and techniques to determine the root cause of queries and provide assessments
- Document categories of problems and preventive actions for further analysis
- File issue reports to Customer Engineers and suggest code-level resolutions for complex product bugs
- Assist engineers in driving bugs to resolution
- Perform community management tasks when necessary
- Address customer-specific requirements on architectural design and provide product-specific solutions
- Follow notification and escalation procedures
- Adhere to standards for communications with business regarding operational issues

**REQUIREMENTS**:

- 2+ years of experience working with support projects and/or in a 24x7 environment
- Proficiency in customer service and customer experience
- Clear and effective communication skills
- Capability to communicate technical content/advice in a structured manner
- Flexibility to work and interact effectively as part of a global team
- Advanced knowledge and skills in Linux/Unix, including troubleshooting, command line, system constraints, and system operations
- Intermediate knowledge of Linux Logging and Monitoring, Package Management, File System and Device Management, Boot process, and Networking
- Understanding of APIs, System Design, web technologies including HTTP, Authentication, and basic web technologies troubleshooting
- Background in Networking with competency in 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