Support Specialist

EPAM Systems, Inc.; México; A distancia; MXN 300.000 - 420.000; 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. in Mexico is seeking a dedicated Support Specialist to combine deep product expertise with hands-on technical troubleshooting to ensure product stability and a seamless user experience.

The role involves handling technical questions, reproducing bugs, logging detailed tickets, and acting as a bridge between support, QA, and development teams to drive timely fixes and quality improvements.

Formación

• 2+ years of practical experience in L1/L2 technical support or related fields.
• Ability to reproduce bugs and document findings clearly.
• Strong communication with end-users and stakeholders.
• English at B2+ level or higher.

Responsabilidades

• Field incoming technical questions, walk users through intricate processes, and resolve operational hiccups within agreed timeframes.
• Review user-submitted reports, replicate reported bugs, evaluate their severity and impact, and log well-organized tickets for the development team.
• Conduct preliminary quality checks and confirm that bug fixes work correctly before updates reach end-users.
• Act as a communication bridge between support, QA, and development groups to maintain clarity around product condition and defect status.
• Track recurring support themes and flag patterns that may point to larger underlying product issues.
• Maintain and update internal knowledge base articles and troubleshooting guides to streamline future issue resolution.
• Assist in onboarding new users or clients by walking them through product setup and initial functionality.
• Escalate unresolved or high-priority cases to appropriate internal teams while keeping stakeholders informed of progress.
• Provide feedback to product teams based on recurring user pain points to help shape future improvements.

Conocimientos

L1/L2 technical support

Bug reproduction

Bug prioritization

End-user communication

English (B2+)

PIM/DAM familiarity

Herramientas

Bug tracking systems

Descripción del empleo

We are looking for a Support Specialist with deep hands-on expertise to join our team. The Specialist will combine deep product expertise with hands-on technical troubleshooting to ensure product stability and a seamless user experience.Responsibilitiesesponses and effective technical fixesField incoming technical questions, walk users through intricate processes, and resolve operational hiccups within agreed timeframesReview user-submitted reports, replicate reported bugs, evaluate their severity and impact, and log well-organized tickets for the development teamConduct preliminary quality checks and confirm that bug fixes work correctly before updates reach end-usersAct as a communication bridge between support, QA, and development groups to maintain clarity around product condition and defect statusTrack recurring support themes and flag patterns that may point to larger underlying product issuesMaintain and update internal knowledge base articles and troubleshooting guides to streamline future issue resolutionAssist in onboarding new users or clients by walking them through product setup and initial functionalityEscalate unresolved or high-priority cases to appropriate internal teams while keeping stakeholders informed of progressProvide feedback to product teams based on recurring user pain points to help shape future improvementsRequirementsTwo or more years of practical experience in L1/L2 technical support, application support, or hands-on manual quality assuranceSolid skills in reproducing bugs, assessing their priority, and documenting findings in a clear, structured mannerStrong ability to communicate with end-users combined with a natural inclination toward diagnosing and solving problemsAdequate English communication skills at B2 level or higher, enabling clear understanding of business needs and translating them into workable technical solutionsNice to haveFamiliarity with PIM/DAM systems, which are used for organizing, managing, and distributing product information and digital assets across various 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.