Application Support Engineer — Incident & RCA Expert

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 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.