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.

Support Engineer is responsible for initial triage, troubleshooting, resolution and escalation according to service levels and documentation. Candidate will be responsible for providing 1st level application support in the monitoring, management and control of the TR Applications as defined by the responsibilities of the team.


  • Monitor and manage the delivery of the client’s Production Applications;
  • Manage and own L1 problem diagnosis, escalation and restoration of service;
  • Own Incident Coordination and Incident Communication for Application outages;
  • Provide diagnostic and troubleshooting support for systems, applications and customers;
  • Facilitate communication between shift personnel and internal users;
  • Interact with client-facing staff.


  • 3+ years’ experience in an Application Support role or similar;
  • Linux Administration experience;
  • Experience troubleshooting applications;
  • Ability to read over Application code or logs;
  • Good to have knowledge on Content Delivery Networks (Cloudflare is a plus);
  • Basic knowledge of SQL statements;
  • Reporting and Service Delivery terminology;
  • Customer and service focused, with determination to meet their needs;
  • Knowledge of IT infrastructure, change management, problem solving;
  • Ability to act rapidly and logically under pressure, and make effective coordination of teams resolving problems;
  • Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

Nice to have

  • Windows Administration (Basic);
  • App and Web Servers;
  • Networking in Cloud (huge plus);
  • Collaboration tools - Jira, WebEx, Team Foundation, Slack, Flowdock.

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.