We are seeking a dedicated and experienced **Application Support Engineer** to join our dynamic team.RESPONSIBILITIES- Maintain response and resolution speed as defined by SLOs- Ensure high customer satisfaction in 90% of cases by adhering to quality standards- Utilize troubleshooting tools and techniques to determine the root cause of queries and provide assessments- Document categories of problems and preventive actions for further analysis- File issue reports to Customer Engineers and suggest code-level resolutions for complex product bugs- Assist engineers in driving bugs to resolution- Perform community management tasks when necessary- Address customer-specific requirements on architectural design and provide product-specific solutions- Follow notification and escalation procedures- Adhere to standards for communications with business regarding operational issues**REQUIREMENTS**:- 2+ years of experience working with support projects and/or in a 24x7 environment- Proficiency in customer service and customer experience- Clear and effective communication skills- Capability to communicate technical content/advice in a structured manner- Flexibility to work and interact effectively as part of a global team- Advanced knowledge and skills in Linux/Unix, including troubleshooting, command line, system constraints, and system operations- Intermediate knowledge of Linux Logging and Monitoring, Package Management, File System and Device Management, Boot process, and Networking- Understanding of APIs, System Design, web technologies including HTTP, Authentication, and basic web technologies troubleshooting- Background in Networking with competency in TCP/IP troubleshooting, DNS, and IP routing- Advanced English level (B2+/C1)WE OFFER- Career plan and real growth opportunities- Unlimited access to LinkedIn learning solutions- International Mobility Plan within 25 countries- Constant training, mentoring, online corporate courses, eLearning and more- English classes with a certified teacher- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)- Flexible work schedule and dress code- Collaborate in a multicultural environment and share best practices from around the globe- Hired directly by EPAM & 100% under payroll- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)- 13 % employee savings fund, capped to the law limit- Grocery coupons- 30 days December bonus- Employee Stock Purchase Plan- 12 vacations days plus 4 floating days- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more