Junior App Support Engineer: Incident Triage & Resolution

EPAM Systems, Inc.; León; Presencial; MXN 150.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off and sick leave

LinkedIn Learning access

Upskilling, certification courses

Global career opportunities

Descripción de la vacante

EPAM Systems, Inc. is seeking a Junior Application Support Engineer to help keep digital channel platforms stable through incident triage, analysis, and resolution.

You will monitor integrations, run operational tasks, and collaborate with the help desk, Development, Infrastructure, Integrations, and Operations teams. The role emphasizes troubleshooting, root cause analysis, and documentation, with on-call rotation and English communication.

Formación

• Hands-on experience in application or digital channel support.
• Practical background in debugging, log review, and transaction tracing.
• Ability to run basic scripts and queries in controlled production environments.
• Working knowledge of integrations, APIs, and web services.
• Familiarity with ticketing tools such as Freshservice, ServiceNow, or Jira Service Management.
• Understanding of ITIL processes and terminology.
• Clear verbal and written communication skills.
• Availability for 24/7 rotating shifts, including weekends and holidays.

Responsabilidades

• Diagnose, assess, and resolve moderately complex incidents and requests across digital channels and related applications.
• Run scripts, controlled queries, and approved procedures to restore or validate services.
• Maintain and track tickets in Freshservice with high-quality documentation.
• Escalate issues to appropriate teams and coordinate with Development, Infrastructure, Integrations, and Operations.
• Contribute to RCA and follow through on corrective actions.

Conocimientos

Troubleshooting

Debugging

Scripting

APIs

ITIL

English (B1+)

Herramientas

Freshservice

ServiceNow

Jira Service Management

Descripción del empleo

EPAM Systems, Inc. is seeking a Junior Application Support Engineer to help keep digital channel platforms stable through incident triage, analysis, and resolution.

You will monitor integrations, run operational tasks, and collaborate with the help desk, Development, Infrastructure, Integrations, and Operations teams. The role emphasizes troubleshooting, root cause analysis, and documentation, with on-call rotation and English communication.