Application Support Engineer

EPAM Systems, Inc.; León; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

EPAM Systems, Inc. seeks an Application Support Engineer to provide operational and functional support for digital channel platforms. You will diagnose, analyze, and resolve incidents, execute controlled scripts, and coordinate across development and operations teams to ensure service continuity.

You will update Freshservice tickets, contribute to RCA, and maintain documentation. English proficiency and flexibility for on-call rotations are required.

Formación

• 2+ years of experience in application or digital channel support.
• Debugging, log analysis, and transaction tracing.
• Ability to run basic scripts and queries in controlled production.
• Knowledge of integrations, APIs, and web services.
• Familiarity with ITIL incident, problem, and request processes.
• Strong communication and documentation skills.
• Ability to work under pressure and on-call duty.
• Willingness to rotate 24/7 shifts.

Responsabilidades

• Diagnose, analyze, and resolve incidents across digital channels and applications.
• Troubleshoot and debugging to identify root causes.
• Execute scripts and queries for service restoration.
• Update tickets in Freshservice with quality documentation.
• Escalate incidents to appropriate teams and coordinate handling.
• Contribute to RCA and corrective actions.
• Monitor the health of critical applications and integrations.
• Maintain up-to-date technical docs and knowledge base.

Conocimientos

Application support

Debugging

Log analysis

Transaction tracing

Scripting basics

APIs/Web services

ITIL processes

Documentation

Communication

On-call readiness

Herramientas

Freshservice

ServiceNow

Jira Service Management

Descripción del empleo

We are seeking an Application Support Engineer to provide operational and functional support to digital channel platforms, ensuring service continuity through incident diagnosis, analysis, and resolution, execution of operational activities, integration monitoring, and coordination with development and operations teams. This role acts as an intermediary between the help desk and specialized engineering teams.ResponsibilitiesDiagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applicationsPerform troubleshooting and debugging to identify the root cause of functional and technical incidentsExecute scripts, controlled queries, and authorized operating procedures for service restoration or validationCarry out service restarts, resets, and validations, batch processes, and critical integrations following established proceduresUpdate and track tickets in Freshservice, ensuring quality and traceability in documentationEscalate incidents to the appropriate teams when specialized support or defect correction is required, and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teamsParticipate in root cause analysis (RCA) and follow up on corrective actionsMonitor the operational health of critical applications and integrations to proactively identify risksComply with ITIL processes and practices for Incident, Problem, and Request ManagementMaintain up-to-date technical documentation and contribute to the development of operating proceduresCreate, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate supportProvide clear and effective communication with users, technical teams, and business areas during incident managementRequirements2+ years of experience in application or digital channel supportBackground in debugging, log analysis, and transaction tracingCapability to execute basic scripts and queries in controlled production environmentsKnowledge of integrations, APIs, and web servicesFamiliarity with ticket management tools such as Freshservice, ServiceNow, or Jira Service ManagementKnowledge of ITIL processesExcellent verbal and written communication skillsStrong service orientation, documentation, and follow-up abilitiesAnalytical skills to identify patterns, correlate events, and accelerate incident resolutionAbility to work under pressure during critical incidents and maintenance windowsAvailability to work 24/7 rotating shifts, including weekends and holidays, according to the operational calendarWillingness to participate in on-call duty and handle critical business incidents when requiredProficiency in English at a B1+ levelWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.