You will play a pivotal role in addressing and resolving technical issues, collaborating with internal teams, and ensuring system stability and user satisfaction.

#LI-DNI

Responsibilities

Provide 1st line technical support and address issues related to the product implementation
Collaborate with development and infrastructure teams to identify and resolve application issues
Support the implementation of new system features, enhancements, and bug fixes
Document support processes, known issues, and solutions for future reference
Communicate with stakeholders and provide updates on the progress of issue resolution
Validate incident and service request information
Replicate issues in lower environments when necessary
Analyze system logs and user traces in OKTA & Commerce Tools
Verify log correlations among different users
Onboard new users in Okta with multiple SAPs using Postman
Troubleshoot and resolve issues related to orders, order history, and cart in MAS/MARLO
Address product-related issues in MAS/MARLO
Connect with markets to handle live issues

Requirements

Minimum of 2 years of experience in a system support role
Proficiency in troubleshooting techniques
Knowledge of AWS basics, such as CloudWatch alerts and Teams
Familiarity with SNOW and monitoring tools like QM, DataDog, and Logic Monitor
Capability to analyze and interpret logs and system data
Understanding of OKTA user management and authentication processes
Skills in documenting and maintaining support processes
Background in supporting cloud-based applications
Competency in proactive monitoring and issue identification
Understanding of incident replication and validation processes
Excellent communication skills to effectively liaise with stakeholders and teams
Flexibility to adapt to evolving technologies and tools

Nice to have

Experience with Postman for user onboarding in Okta
Background in e-commerce systems like MAS and MARLO
Skills in real-time troubleshooting of marketplace issues

We offer

Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
Lunch Allowance - You will receive a daily allowance of CLP $ 7.000 per working day. Enjoy a nice meal on us
Allowance for internet and electricity - You will receive an allowance of CLP$15.000 per month to cover internet and electricity expense
National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home