Application Support Engineer

Guadalajara, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as an Application Support. Scroll down to learn more about the position’s responsibilities and requirements.

Our ideal candidate has exposure with all aspects of product support. You should be reliable and knowledgeable about support process. Having deep knowledge in the following technologies is not required; however, it is necessary to possess knowledge about how all these technologies work to be able to troubleshoot software issues.


  • Provide front-line support for incoming issues to our client to ensure courteous, timely and effective resolution of user issues. Build rapport and elicit problem details from customers;
  • Document all pertinent information and actions taken in ticketing system for the life of the issue including decisions made, successful and unsuccessful actions taken, and final steps required for resolution;
  • Evaluate documented resolutions, analyze trends, and make recommendations to prevent future occurrences of similar issues;
  • Communicate frequently with customers regarding issue status, next steps, and action timelines. Use SLAs as a point of reference to manage customer expectations;
  • Use critical and creative thinking skills to troubleshoot reported issues, leveraging known and unknown resources such as previous issue resolutions, team trainings and documentation, and even web searches for possible software updates or other points of reference that can assist troubleshooting;
  • Develop trust and collaborative relationships with our business partners, users, third party vendors, and technology groups to facilitate the support process and work toward issue resolution;
  • Communicate and manage production incidents, including appropriate follow up via established problem management process. Collaborate with Application Support and Development engineers to expedite incident resolution to meet or exceed SLAs;
  • Assist the application support team as needed by validating fixes to ensure problems have been adequately resolved;
  • Develop help sheets, FAQ documents or other documentation for end users. Provide consultative advice and training to users regarding application functionality;
  • Support and assist with software releases and rollouts, as needed, according to Release Management best practices;
  • Develop understanding of complex business processes and concepts within the client and our market;
  • Provide mentoring and training to less experienced team members.


  • 4-year Bachelor’s Degree or equivalent work experience;
  • 2+ years of technology product support;
  • Working knowledge of a range of issue tracking and diagnostic utilities;
  • Working knowledge of computer hardware and operating systems;
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills;
  • Strong documentation skills;
  • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred;
  • Experience writing complex SQL queries;
  • Strong commitment to customer service and performance;
  • Proven analytical and problem-solving abilities;
  • Excellent written and oral communication skills;
  • Ability to present highly technical ideas in user-friendly business language. Highly self-motivated and directed;
  • Keen attention to detail;
  • Ability to effectively prioritize and execute tasks in a high-pressure environment;
  • Demonstrated flexibility to work either independently or in a team-oriented, collaborative environment.

We offer

  • Career plan and real growth opportunities in the company;
  • Hired directly by EPAM;
  • 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December, bonus, 25% vacation bonus, Mexican holidays plus December the 24th and 31st);
  • Major medical expenses insurance;
  • Dental insurance;
  • Life insurance;
  • 13 % employee savings fund;
  • Vacations starting with 10 days plus 2 floating days;
  • 30 days leave for the following purposes: maternity leave/adoption;
  • 5 days for regular paternity leave or adoption;
  • Constant training and certifications;
  • Flexible work schedule;
  • Relaxed dress code;
  • Mobility plan with our other sites (25 countries);
  • Relocation plan within México;
  • Grocery coupons. Added to the monthly benefits once the probation period has been passed successfully.