Junior Application Support Engineer

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

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.ResponsibilitiesDiagnose, assess, and resolve moderately complex incidents and requests across digital channels and related applicationsPerform troubleshooting and debugging to determine the root cause of functional and technical incidentsRun scripts, controlled queries, and approved operating procedures to restore or validate servicesExecute service restarts, resets, and validations, batch processes, and critical integrations according to established proceduresMaintain and track tickets in Freshservice, ensuring high-quality and traceable documentationEscalate issues to the right teams when specialized support or defect fixes are needed, and coordinate with Development, Infrastructure, Integrations, and Operations teamsContribute to root cause analysis (RCA) and follow through on corrective actionsMonitor the operational health of key applications and integrations to proactively identify risksFollow ITIL practices for Incident, Problem, and Request ManagementKeep technical documentation current and help build operating proceduresDevelop, update, and enhance the Knowledge Base to resolve recurring incidents faster and improve support efficiencyCommunicate clearly with users, technical teams, and business areas throughout incident managementRequirementsHands-on experience in application or digital channel support, typically 0-1 yearsPractical background in debugging, log review, and transaction tracingAbility to run basic scripts and queries in controlled production environmentsWorking knowledge of integrations, APIs, and web servicesFamiliarity with ticketing tools such as Freshservice, ServiceNow, or Jira Service ManagementUnderstanding of ITIL processes and terminologyClear verbal and written communication skillsService-minded approach with strong documentation and follow-up habitsAnalytical ability to spot patterns, correlate events, and speed up incident resolutionCapability to stay effective under pressure during critical incidents and maintenance windowsAvailability for 24/7 rotating shifts, including weekends and holidays, per the operational calendarWillingness to take part in on-call duty and support critical business incidents when neededEnglish proficiency at B1+ (intermediate) levelWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM 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.