Senior Application Support Engineer

We are seeking a committed **Senior Application Support Engineer** to be part of our team, offering exceptional technical support to our clients.**Responsibilities**- Diagnose customer problems remotely, replicate issues in diverse settings, and collaborate with the customer to find solutions- Assist customers through the process of solving problems- Own client issues from start to successful completion- Create and improve best practices documentation to enhance processes- Log interactions and events as required during the resolution process- Effectively prioritize tasks and manage time to ensure timely actions- Keep track of the status and progress of open incidents- Log and document bugs for investigation by the Software Engineering Team- Propel case resolutions and involve additional teams when necessary- Continuously enhance technical skills and deepen understanding of products- Follow strict security protocols, procedures, and best practices**Requirements**:- Minimum of 3 years in IT Operations Support- Background in Linux administration with proficiency in interpreting logs (Linux, HTTP logs)- Proven track record of diagnosing and clearly communicating technical issues to IT staff and non-technical users- Advanced critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities- Excellent client-interaction skills with strong attention to detail- Superior verbal and written communication skills, including grammar and syntax proficiency- Experience in generating in-depth documentation- Capability to manage high workloads within strict deadlines- Strong time management skills with excellent prioritization understanding- Independent, self-led learner who thrives in a team setting- Highly motivated, capable of multitasking and maintaining focus on customer- Proficient English fluency at a B2+ level**Nice to have**- ITIL credentials or familiarity with ITIL-based processes- Familiarity with JavaScript and Python (for 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 moreEPAM 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.