Technical Application Specialist

EPIND Epicor India; Monterrey; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

EPIND Epicor India is seeking a Technical Application Specialist in Monterrey, operating in a hybrid/ Mexico City style setup. You will support SaaS apps, APIs, and integrations, diagnosing and resolving technical issues while coordinating with cross-functional teams.

The role requires strong API and SQL skills, plus experience with Postman and cloud/storage technologies. ERP knowledge is a plus, and the ideal candidate communicates clearly and adheres to SLAs.

Formación

• 3+ years of technical application or SaaS support experience.
• Bachelor’s degree or equivalent education and experience.
• Experience troubleshooting APIs and integrations.
• ERP knowledge preferred.
• Understanding of supply chain concepts is a plus.

Responsabilidades

• Provide direct customer support for SaaS apps, API integrations, and related technologies via phone, email, and support cases.
• Diagnose, test, and resolve configuration, integration, data, and connectivity issues per procedures.
• Assess, categorize, prioritize issues based on impact and SLAs; escalate when needed.
• Communicate maintenance, upgrades, migrations, and changes to customers.
• Document interactions, test results, and resolutions in case systems and knowledge bases.
• Collaborate with teams to investigate and resolve issues, including data exchange failures.
• Create and maintain customer-facing and internal knowledge base documentation.
• Deliver focused customer training on functionality, features, and processes.
• Stay updated on software updates and supported technologies.

Conocimientos

APIs

Troubleshooting

Postman

SQL Server

SaaS support

Communication

Educación

Bachelor’s degree in Engineering/CS/IT

Herramientas

Atlassian products

ServiceNow

Descripción del empleo

## Technical Application SpecialistApply: Hybrid: Mexico, Monterrey: Full time: Posted Today: JR104878As a **Technical Application Specialist**, you will provide technical support for SaaS applications, integrations, and related technologies by diagnosing, troubleshooting, and resolving software, configuration, data, and connectivity issues. You will work directly with customers throughout the support lifecycle, communicate planned product changes and maintenance activities, and collaborate with cross-functional teams to deliver timely and effective resolutions in accordance with established Service Level Agreements (SLAs). ## **What You Will Be Doing*** Provide direct customer support for SaaS applications, API integrations, and related technologies through phone, email, and support case channels* Diagnose, troubleshoot, test, and resolve software, application configuration, integration, data exchange, and related technical issues following established support procedures* Assess, categorize, and prioritize customer issues based on business impact, severity, urgency, and SLAs, escalating complex or critical issues when appropriate* Serve as a customer contact for planned software upgrades, maintenance activities, migrations, and product changes, clearly communicating expectations and addressing questions or concerns* Document customer interactions, troubleshooting activities, test results, screenshots, findings, and resolutions within support systems to maintain complete and accurate case records* Collaborate with technical and cross-functional teams to investigate and resolve application issues, including daily data exchange and integration failures* Perform manual testing related to customer migrations, issue resolution, application changes, and other support activities* Create and maintain customer-facing and internal knowledge base documentation to support issue resolution and product adoption* Deliver focused customer training on application functionality, new features, enhancements, and technical processes* Maintain current knowledge of software updates, application changes, and supported technologies to provide accurate and timely customer guidance ## **What You Will Need to Succeed*** Strong technical troubleshooting and problem-solving skills with experience supporting SaaS applications and highly technical customer environments* Strong understanding of APIs and experience troubleshooting integrations using tools such as Postman, with working knowledge of Microsoft SQL Server, relational databases, HTML, FTP, and cloud storage technologies such as AWS S3* Ability to work comfortably with Microsoft technologies and technical applications, with an understanding of escalation processes and SLA-driven support environments* Strong verbal and written communication skills with the ability to explain technical issues clearly, provide effective customer service, and collaborate with technical and non-technical stakeholders* Strong organizational and analytical skills with the ability to prioritize multiple issues, document findings accurately, and work effectively in a customer support environment ## **Qualifications*** 3+ years of relevant experience in technical application support, SaaS support, software support, or a related technical customer support role* Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field, or equivalent relevant education and experience* Experience troubleshooting APIs, application integrations, software configuration, and database-related issues* ERP application knowledge preferred* Familiarity with Atlassian products and ServiceNow preferred* Understanding of supply chain concepts, probability, and statistics is a plus* Basic understanding of database backup and restore processes preferred