Application Support Engineer

hace 4 semanas

Guadalajara, México EPAM Systems A tiempo completo

We are seeking a dedicated **Application Support Engineer** to join our team and provide top-tier technical assistance to our clients.RESPONSIBILITIES- Perform remote troubleshooting, reproduce customer issues in different environments, and work collaboratively with the customer to determine solutions- Guide customers through the problem-solving process- Take full ownership of client issues from initiation to successful resolution- Develop and document best practices to improve existing processes- Record events and interactions as needed throughout the resolution process- Prioritize tasks effectively and manage time efficiently to ensure timely action- Monitor the status and progress of all open incidents- Open and document bugs for further investigation by the Software Engineering Teams- Drive case resolution forward and engage other teams when necessary- Continuously develop technical expertise over the products and deepen product knowledge- Adhere to strict security guidelines, procedures, and best practices**REQUIREMENTS**:- Minimum of 2 years of experience in IT Operations Support- Background in Linux administration with proficiency in log interpretation (Linux, HTTP logs)- Demonstrated experience in troubleshooting and clearly explaining technical issues to both IT personnel and non-technical end users- Strong critical thinking skills: investigation, analysis, interpretation, evaluation, explanation, and problem-solving abilities- Outstanding client-facing skills with acute attention to detail- Excellent verbal and written communication skills, including proficiency in grammar and syntax- Experience in producing detailed documentation, such as creating articles, workflows, and procedures- Ability to handle high volumes of work within tight timeframes- Strong time management skills with clear understanding of priorities- Independent, self-directed learner who also works well in a team environment- Highly motivated with the ability to multitask and maintain customer focus- Fluent in English at a B2+ levelNICE TO HAVE- ITIL certification or experience with ITIL-based processes- Knowledge of JavaScript and Python (reading and understanding code)- Experience in Gsuite productsWE 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

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