Middle Application Support Specialist

We are seeking a dedicated** Middle Application Support Specialist**to join our team. This role focuses on providing exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and enhancing existing processes.**Responsibilities**- Perform remote troubleshooting and reproduce customer issues in diverse environments- Determine the most effective solution based on customer issue details- Guide customers through the problem-solving process- Maintain full ownership of clients' issues from initiation to resolution- Develop, document, and enhance best practices and processes- Log events and interactions in cases accurately- Prioritize and action tasks promptly- Monitor status and progress towards resolution of all open incidents- Open and document bugs for further investigation by software engineering teams- Propel cases forward and collaborate with other teams as needed- Continually develop technical expertise and deepen product knowledge- Abide by security guidelines, procedures and best practices**Requirements**:- 2+ years of experience in IT Operations Support- Demonstrated technical expertise including Linux administration skills- Competency in reading and interpreting various logs (Linux, HTTP)- Demonstrated ability to troubleshoot issues and explain investigations to both IT professionals and non-technical end users- Critical thinking skills: capable of investigation, analysis, interpretation, evaluation, explanation, and problem-solving- Outstanding client-facing skills with attention to detail- Fluent in English at a B2+ level- Excellent verbal and written communication skills, with a strong grasp of grammar and syntax- Proficiency in documentation creation including articles, workflows, and procedures- Ability to manage high work volumes within tight timelines- Effective time management and prioritization skills- Independent, self-directed learning capability- Team player with strong relationship-building skills- Highly motivated, multitasker and customer-oriented**Nice to have**- ITIL certification or experience with ITIL-based processes- Knowledge of Javascript and Python (reading and understanding code)- Experience with 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.