System Support Engineer (1st Line)
EPAM Systems
System Support Engineer (1st Line) Description
We are seeking a dedicated System Support Engineer (1st Line) to join our team and provide critical support for the product implementation.
You will play a pivotal role in addressing and resolving technical issues, collaborating with internal teams, and ensuring system stability and user satisfaction.
We accept CVs in English only.
#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
- 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
- Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
- Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
- Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
- Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
- Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
- Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
- 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
- Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!
Please note that even though you are applying for this position, you may be offered other projects to join within EPAM.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.