Support Engineer

EPAM Systems Inc; México; A distancia; MXN 350.000 - 700.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Paid time off and sick leave

Upskilling and certification courses

LinkedIn Learning access

Descripción de la vacante

EPAM Systems Inc. is seeking a Support Engineer to own 2nd-line resolution for ecommerce pharmaceutical apps in distributed environments. You will monitor Azure and Linux, run scripts, perform SQL queries, and lead incident responses with cross-functional teams to ensure SLA targets.

The role emphasizes automation, runbook maintenance, and continuous improvement, with on-call duties and potential travel for customer engagements. Strong Linux, Azure, and ITIL understanding are expected.

Formación

• 2+ years hands-on professional experience in technical support or similar role.
• Proficient in Bash scripting to automate workflows.
• Strong Linux troubleshooting and system maintenance skills.
• Experience with Microsoft Azure cloud environment and application uptime monitoring.
• Ability to compose and execute SQL queries for data maintenance and investigations.
• English proficiency at B2 level or higher.
• Awareness of ITIL principles; incident and service management best practices.
• Knowledge of SAP Commerce Cloud is a plus.

Responsabilidades

• Provide 2nd-line support for ecommerce pharmaceutical applications in distributed setups.
• Monitor health and uptime of apps on Azure and Linux; review logs and take corrective actions.
• Diagnose issues across Linux, networking, Azure, and application logs; reproduce faults for fixes.
• Develop and run Bash scripts to automate routine tasks and maintenance.
• Write and run SQL queries to support upkeep, data corrections, and performance investigations.
• Coordinate maintenance windows, deployments, and rollback contingencies.
• Lead incident response efforts with cross-functional teams and maintain documentation.
• Build and maintain runbooks, SOPs, and knowledge-base for recurrent incidents.
• Participate in on-call rotations and be ready to travel for critical issues if needed.
• Aim for 99%+ monthly uptime and fast incident recovery times; reduce recurring issues.
• Increase automation by rolling out or enhancing scripts and processes.
• Finalize root cause investigations within 5 business days and close actions.

Conocimientos

Bash scripting

Linux troubleshooting

SQL queries

English (B2+)

Incident management

Herramientas

Microsoft Azure

SAP Commerce Cloud

Descripción del empleo

We're on the lookout for a Support Engineer to come aboard our team. This position fits well for someone who takes genuine interest in untangling intricate technical issues while keeping reliability and client happiness top of mind. You'll be embedded in a dynamic, fast-moving environment where sharp problem-solving instincts and clear communication play a key part in keeping essential systems operational. For those who like taking full ownership of problems from start to finish and pushing for ongoing improvements, this role delivers exactly that kind of opportunity.ResponsibilitiesDeliver 2nd-line support for ecommerce pharmaceutical applications running in distributed setups, sorting through incoming incidents, pinpointing root causes, and implementing fixes or escalating through the right channelsOversee the health and uptime of applications hosted on Microsoft Azure and Linux servers, watching for alerts, reviewing system logs, and taking corrective action to stay within business SLA targetsDiagnose issues spanning the entire technology stack, covering Linux, networking, the Azure environment, and application-level logs, recreating faults to land on lasting fixesBuild, upkeep, and run Bash/Shell scripts that automate routine operations, speed up incident resolution, and support regular maintenance workCompose and execute SQL queries in support of application upkeep, data corrections, and performance investigations, adhering to formal change-control proceduresCarry out scheduled maintenance, patch deployment, and release tasks backed by rollback contingencies, syncing maintenance windows with relevant stakeholders to limit disruptionSpearhead incident response efforts, bringing together cross-functional teams, delegating ownership of action items, monitoring progress, and seeing incidents through to full resolutionBuild and keep current a library of runbooks, operating procedures, and knowledge-base content addressing frequent incidents and maintenance activitiesTake part in on-call rotations, responding promptly to production issues and remaining ready to travel if needed to resolve problems or support customer engagementsUphold availability SLA targets, aiming for 99% or higher monthly uptime, or whatever threshold is specified contractuallyHit incident response benchmarks, acknowledging critical issues inside 15 minutes and keeping recovery time for critical incidents to 60 minutes or lessCut down on repeat incidents through corrective and preventive measures, working toward a 30% drop in recurring issues over a six-month spanGrow the footprint of automation across routine tasks, targeting the rollout or enhancement of at least 4 scripts or automated processes during the first half-yearFinalize root cause investigations for major incidents within a 5-business-day window and follow corrective actions through to completion on scheduleKeep documentation for critical services current, refreshing it within 30 days whenever relevant changes occurSustain high customer satisfaction across support interactions, aiming for a post-incident CSAT average of 4.0 or better out of 5RequirementsAt least 2 years of applicable hands-on professional experienceDemonstrated capability in Bash scripting to automate operational workflows and support incident resolutionStrong background working within Linux environments for both troubleshooting and routine upkeepFamiliarity with Microsoft Azure for overseeing application uptime and cloud-based infrastructureCapable in SQL, applied toward application maintenance, data correction, and performance diagnosticsUpper-intermediate English language skills or higher (B2)Nice to haveKnowledge of Information Technology Infrastructure Library (ITIL) principles supporting organized incident and service management practicesBackground working with SAP Commerce Cloud to support operations on ecommerce platformsWe 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.