Junior Application Support Engineer

EPAM Systems; Culiacán Rosales, Guanajuato; Presencial; MXN 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off

Upskilling and certification courses

LinkedIn Learning access

Global career opportunities

Volunteer opportunities

EPAM Employee Groups

Award-winning culture

Descripción de la vacante

EPAM Systems is seeking a Junior Application Support Engineer to keep digital channel platforms stable through incident triage, analysis, and resolution. You will run operational tasks, monitor integrations, and collaborate with help desk, Development, Infrastructure, Integrations, and Operations teams to support reliable services.

The role requires 0-1 years in application support, ability to debug and review logs, and familiarity with ITIL practices.

Formación

• Hands-on experience in application or digital channel support, typically 0-1 years.
• 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.
• Service-minded approach with strong documentation and follow-up habits.
• Analytical ability to spot patterns, correlate events, and speed up incident resolution.
• Availability for 24/7 rotating shifts, including weekends and holidays, per the operational calendar.
• Willingness to take part in on‑call duty and support critical business incidents when needed.
• English proficiency at B1+ (intermediate) level.

Responsabilidades

• Diagnose, assess, and resolve moderately complex incidents and requests across digital channels and related applications
• Perform troubleshooting and debugging to determine the root cause of functional and technical incidents
• Run scripts, controlled queries, and approved operating procedures to restore or validate services
• Execute service restarts, resets, and validations, batch processes, and critical integrations according to established procedures
• Maintain and track tickets in Freshservice, ensuring high-quality and traceable documentation
• Escalate issues to the right teams when specialized support or defect fixes are needed, and coordinate with Development, Infrastructure, Integrations, and Operations teams
• Contribute to root cause analysis (RCA) and follow through on corrective actions
• Monitor the operational health of key applications and integrations to proactively identify risks
• Follow ITIL practices for Incident, Problem, and Request Management
• Keep technical documentation current and help build operating procedures
• Develop, update, and enhance the Knowledge Base to resolve recurring incidents faster and improve support efficiency
• Communicate clearly with users, technical teams, and business areas throughout incident management

Conocimientos

Incident triage

Root cause analysis

Scripting basics

APIs and web services

ITIL knowledge

English proficiency

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.

We are looking for a Junior Application Support Engineer to help keep digital channel platforms stable through incident triage, analysis, and resolution. You will run operational tasks, monitor integrations, and work closely with the help desk, Development, Infrastructure, Integrations, and Operations teams. Apply to support reliable services and improve day-to-day operations.

Responsibilities

• Diagnose, assess, and resolve moderately complex incidents and requests across digital channels and related applications
• Perform troubleshooting and debugging to determine the root cause of functional and technical incidents
• Run scripts, controlled queries, and approved operating procedures to restore or validate services
• Execute service restarts, resets, and validations, batch processes, and critical integrations according to established procedures
• Maintain and track tickets in Freshservice, ensuring high-quality and traceable documentation
• Escalate issues to the right teams when specialized support or defect fixes are needed, and coordinate with Development, Infrastructure, Integrations, and Operations teams
• Contribute to root cause analysis (RCA) and follow through on corrective actions
• Monitor the operational health of key applications and integrations to proactively identify risks
• Follow ITIL practices for Incident, Problem, and Request Management
• Keep technical documentation current and help build operating procedures
• Develop, update, and enhance the Knowledge Base to resolve recurring incidents faster and improve support efficiency
• Communicate clearly with users, technical teams, and business areas throughout incident management

Requirements

• Hands-on experience in application or digital channel support, typically 0-1 years
• 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
• Service-minded approach with strong documentation and follow-up habits
• Analytical ability to spot patterns, correlate events, and speed up incident resolution
• Capability to stay effective under pressure during critical incidents and maintenance windows
• Availability for 24/7 rotating shifts, including weekends and holidays, per the operational calendar
• Willingness to take part in on‑call duty and support critical business incidents when needed
• English proficiency at B1+ (intermediate) 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.