Senior Support Engineer

EPAM Systems Inc; México; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Learning & certification

Global career opportunities

Job summary

EPAM Systems Inc is seeking a Senior Support Engineer to join our team in a fast-paced environment focused on reliability and customer satisfaction. You will own incidents end-to-end, drive improvements, and coordinate cross-functional teams across Azure and Linux environments.

The role emphasizes incident response, automation, and detailed runbooks, with opportunities to travel for problem resolution and customer engagements. Fluency in English is required.

Qualifications

• 3+ years of relevant professional experience
• Strong Bash scripting for automation and remediation
• Solid Linux troubleshooting and maintenance
• Working knowledge of Microsoft Azure for app availability
• Proficient SQL for data fixes and performance troubleshooting
• Familiarity with ITIL practices is a plus
• Experience with SAP Commerce Cloud is a plus

Responsibilities

• Provide 2nd-line application support for ecommerce pharma apps in distributed environments.
• Triage incidents, diagnose root causes, apply fixes or escalations.
• Monitor availability and health across Linux and Azure to meet SLAs.
• Troubleshoot full-stack issues across Linux, networking, Azure, and logs.
• Develop and run Bash automation scripts for ops tasks.
• Write and run SQL queries for maintenance and data fixes.
• Coordinate maintenance windows and change-control processes.
• Lead incident response, assign owners, track progress to closure.
• Create runbooks and knowledge base for common incidents.
• Perform on-call duties and travel as needed for resolution.

Skills

Bash scripting

Linux troubleshooting

Azure

SQL

Incident management

ITIL familiarity

Tools

SAP Commerce Cloud

Azure Portal

Job description

We are looking for a Senior Support Engineer to join our team. This role is well-suited for someone who enjoys solving complex technical problems while maintaining a strong focus on reliability and customer satisfaction. You'll operate in a fast-paced environment where quick thinking and clear communication are essential to keeping critical systems running smoothly. If you take pride in owning issues end-to-end and driving continuous improvement, this position offers a meaningful opportunity to do soResponsibilitiesProvide 2nd-line application support for ecommerce pharmaceutical applications in distributed environments, triaging incidents, diagnosing root causes, and applying fixes or coordinated escalationsManage application availability and health across Microsoft Azure and Linux hosts by monitoring alerts, reviewing logs, and executing corrective actions to meet business SLAsTroubleshoot system and application issues across the full stack, including Linux, networking, the Azure platform, and application logs, reproducing faults to identify permanent resolutionsDevelop, maintain, and execute Bash/Shell automation scripts to streamline operational tasks, incident remediation, and routine maintenanceWrite and run SQL queries to support application maintenance tasks, data fixes, and performance troubleshooting, following established change-control practicesExecute planned maintenance, patching, and deployment tasks with rollback plans in place, coordinating maintenance windows with stakeholders to minimize business impactLead incident response activities by coordinating cross-functional teams, assigning action owners, tracking progress, and driving incidents through to closureCreate and maintain runbooks, operational procedures, and knowledge-base articles covering common incidents and maintenance tasksPerform on-call duties, providing timely support during production incidents and remaining available to travel when required for problem resolution or customer engagementsMaintain SLA compliance for application availability, targeting at least 99% monthly availability or meeting the applicable contractual SLAMeet incident response SLAs and recovery targets, acknowledging critical incidents within 15 minutes and keeping mean time to recovery for critical incidents at or below 60 minutesReduce incident recurrence by implementing corrective and preventive actions, targeting a 30% reduction in repeat incidents within 6 monthsExpand automation coverage of routine operational tasks, aiming to implement or improve at least 4 automation scripts or processes within the first 6 monthsComplete root cause analyses for all major incidents within 5 business days and track corrective actions through to closure within agreed timeframesKeep operational documentation for all critical services current, ensuring updates are made within 30 days of any relevant changeMaintain strong customer satisfaction on support interactions, targeting an average post-incident CSAT score of 4.0 or higher out of 5RequirementsA minimum of 3 years of relevant professional experienceStrong hands-on experience with Bash scripting for automating operational tasks and incident remediationSolid experience working with Linux systems for troubleshooting and ongoing maintenanceWorking knowledge of Microsoft Azure for managing application availability and cloud infrastructureProficiency in SQL for application maintenance, data fixes, and performance troubleshootingUpper-intermediate English language skills or higher (B2)Nice to haveFamiliarity with Information Technology Infrastructure Library (ITIL) practices to support structured incident and service managementExperience with SAP Commerce Cloud for supporting ecommerce platform operationsWe 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.