Application Support Engineer

EPAM Systems; Morelia; Presencial; MXN 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off

Upskilling & certifications

LinkedIn Learning access

Global career opportunities

Descripción de la vacante

EPAM Systems in Mexico is seeking an Application Support Engineer to provide operational and functional support for digital channel platforms, ensuring service continuity through incident diagnosis, analysis, and resolution.

You will coordinate with development and operations teams, perform root-cause analysis, and keep detailed documentation. The role requires 2+ years in support, ITIL familiarity, and English at B1+ level; rotating shifts are required.

Formación

• 2+ years of application or digital channel support experience.
• Experience debugging, log analysis, and transaction tracing.
• Ability to run basic scripts and queries in production.
• Familiarity with integrations, APIs, and web services.
• Knowledge of ITIL incident, problem and request management.

Responsabilidades

• Diagnose, analyze, and resolve moderately complex incidents.
• Troubleshoot and identify root causes of functional/technical issues.
• Execute scripts and queries for service restoration or validation.
• Update tickets and maintain documentation in the knowledge base.
• Coordinate incident handling with Dev, Infra, Integrations, and Ops.
• Provide clear communication with users and teams during incidents.

Conocimientos

2+ years experience

Debugging

Log analysis

APIs & web services

Freshservice/ServiceNow/Jira

ITIL processes

Communication skills

On-call / 24/7 shifts

English proficiency B1+

Herramientas

Freshservice

ServiceNow

Jira Service Management

Descripción del empleo

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.

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.

Responsibilities

• Diagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applications
• Perform troubleshooting and debugging to identify the root cause of functional and technical incidents
• Execute scripts, controlled queries, and authorized operating procedures for service restoration or validation
• Carry out service restarts, resets, and validations, batch processes, and critical integrations following established procedures
• Update and track tickets in Freshservice, ensuring quality and traceability in documentation
• Escalate incidents to the appropriate teams when specialized support or defect correction is required, and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teams
• Participate in root cause analysis (RCA) and follow up on corrective actions
• Monitor the operational health of critical applications and integrations to proactively identify risks
• Comply with ITIL processes and practices for Incident, Problem, and Request Management
• Maintain up-to-date technical documentation and contribute to the development of operating procedures
• Create, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate support
• Provide clear and effective communication with users, technical teams, and business areas during incident management

Requirements

• 2+ years of experience in application or digital channel support
• Background in debugging, log analysis, and transaction tracing
• Capability to execute basic scripts and queries in controlled production environments
• Knowledge of integrations, APIs, and web services
• Familiarity with ticket management tools such as Freshservice, ServiceNow, or Jira Service Management
• Knowledge of ITIL processes
• Excellent verbal and written communication skills
• Strong service orientation, documentation, and follow-up abilities
• Analytical skills to identify patterns, correlate events, and accelerate incident resolution
• Ability to work under pressure during critical incidents and maintenance windows
• Availability to work 24/7 rotating shifts, including weekends and holidays, according to the operational calendar
• Willingness to participate in on-call duty and handle critical business incidents when required
• Proficiency in English at a B1+ level

We offer

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn

EPAM 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.