- Location
- Mexico, Monterrey
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Source
- Workday
Description
As a Technical Application Specialist, you will provide technical support for SaaS applications, integrations, and related technologies by diagnosing, troubleshooting, and resolving software, configuration, data, and connectivity issues. You will work directly with customers throughout the support lifecycle, communicate planned product changes and maintenance activities, and collaborate with cross-functional teams to deliver timely and effective resolutions in accordance with established Service Level Agreements (SLAs).
What You Will Be Doing
- Provide direct customer support for SaaS applications, API integrations, and related technologies through phone, email, and support case channels
- Diagnose, troubleshoot, test, and resolve software, application configuration, integration, data exchange, and related technical issues following established support procedures
- Assess, categorize, and prioritize customer issues based on business impact, severity, urgency, and SLAs, escalating complex or critical issues when appropriate
- Serve as a customer contact for planned software upgrades, maintenance activities, migrations, and product changes, clearly communicating expectations and addressing questions or concerns
- Document customer interactions, troubleshooting activities, test results, screenshots, findings, and resolutions within support systems to maintain complete and accurate case records
- Collaborate with technical and cross-functional teams to investigate and resolve application issues, including daily data exchange and integration failures
- Perform manual testing related to customer migrations, issue resolution, application changes, and other support activities
- Create and maintain customer-facing and internal knowledge base documentation to support issue resolution and product adoption
- Deliver focused customer training on application functionality, new features, enhancements, and technical processes
- Maintain current knowledge of software updates, application changes, and supported technologies to provide accurate and timely customer guidance
What You Will Need to Succeed
- Strong technical troubleshooting and problem-solving skills with experience supporting SaaS applications and highly technical customer environments
- Strong understanding of APIs and experience troubleshooting integrations using tools such as Postman, with working knowledge of Microsoft SQL Server, relational databases, HTML, FTP, and cloud storage technologies such as AWS S3
- Ability to work comfortably with Microsoft technologies and technical applications, with an understanding of escalation processes and SLA-driven support environments
- Strong verbal and written communication skills with the ability to explain technical issues clearly, provide effective customer service, and collaborate with technical and non-technical stakeholders
- Strong organizational and analytical skills with the ability to prioritize multiple issues, document findings accurately, and work effectively in a customer support environment
Qualifications
- 3+ years of relevant experience in technical application support, SaaS support, software support, or a related technical customer support role
- Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field, or equivalent relevant education and experience
- Experience troubleshooting APIs, application integrations, software configuration, and database-related issues
- ERP application knowledge preferred
- Familiarity with Atlassian products and ServiceNow preferred
- Understanding of supply chain concepts, probability, and statistics is a plus
- Basic understanding of database backup and restore processes preferred
#LI-JI1 #LI-HYBRID
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Antonio Ibarra Bustillos