Application Support Engineer: Incident & RCA Specialist

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

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.