Senior Application Support Specialist

We are seeking an experienced **Senior Application Support Specialist**. In this senior role, you will provide exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and actively enhancing our existing processes.

**Responsibilities**
- Conduct remote troubleshooting, reproduce customer issues across different environments, and collaborate with customers to identify effective solutions
- Assess issues based on detailed information from customers to determine optimal solutions
- Guide customers through detailed problem-solving processes
- Assume full ownership of client issues from initiation to resolution, guaranteeing effective technical outcomes
- Develop, implement, and document best practices to refine existing processes
- Log events and interactions accurately in the case management system
- Prioritize tasks effectively to ensure timely responses
- Monitor the status and drive the progress towards resolution of all open incidents
- Identify bugs for investigation by Software Engineering Teams and document accordingly
- Proactively push cases forward and engage other teams when necessary
- Enhance technical knowledge of the products consistently and deepen expertise
- Comply with security policies, procedures, processes, and adhere to best practices in product documentation

**Requirements**:

- 3+ years of experience in IT Operations Support
- Expertise in technical Linux administration and skilled in interpreting logs (Linux, HTTP)
- Proven track record of troubleshooting and clearly explaining technical processes to both IT professionals and non-technical users
- Strong background in critical thinking including investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities
- Exceptional client-facing skills, meticulous attention to detail, and the ability to distinguish between client needs and issues
- Fluency in English, with proficiency above B2+ level
- Superior verbal and written communication skills with advanced knowledge in grammar and syntax
- Extensive experience in creating and maintaining documentation (articles, workflows, procedures, etc.)
- Ability to manage high volumes of work and tight deadlines effectively
- Excellent time management and prioritization skills
- Independent and self-motivated learner who thrives in team settings
- Highly motivated, capable of multitasking and remaining customer-focused with a strong desire to assist others

**Nice to have**
- ITIL certification or familiarity with ITIL-based processes
- Proficiency in Javascript and Python, specifically in reading and understanding code
- Background in using Gsuite products

**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.