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.

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

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn
  
  
  

• Nivel de antigüedad: Algo de responsabilidad
• Tipo de empleo: Jornada completa
• Función laboral: Desarrollo empresarial, Tecnología de la información y Ingeniería
• Sectores: Desarrollo de software, Servicios y consultoría de TI y Fabricación de productos farmacéuticos