Support Engineer (Shift-Based incl. Evening/Night Rotations)

Currently, we are looking for a Support Specialist to join our team in providing end-user support to EPAM's clients. We support more than 20 clients across Europe and the globe, representing Fintech, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.

As a Support Specialist, you will undertake analysis, diagnosis, and resolution of tickets/incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.

Responsibilities

• Register, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessary
• Process alerts, e-mails, and phone calls
• Monitor and support application health checks
• Identify and further escalate the gaps in the Knowledge Base, update it
• Perform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetings

Requirements

• Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette
• Strong analytical and research skills, proactive approach to tasks and issues
• Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditions
• Intermediate or higher knowledge of MS Windows and Office Suite
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Nice to have

• Previous experience in customer and/or technical support
• ITIL knowledge
• Basic networking concepts, cloud platform awareness, ITSM tools usage experience

Benefits

We gather like-minded people:

• Top tech minds driving innovation in AI, cloud and digital platform modernization
• Supportive team and an agile, startup-like culture
• Hybrid by design mode and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities

We provide growth opportunities:

• Career development programs
• Thought leadership, mentoring, soft skills and well-being programs
• Certification (Anthropic, Gemini, GCP, Azure, AWS)
• English classes

We cover it all:

• Stable pay
• Participation in the Employee Stock Purchase Plan with a 15% discount
• Benefits package (health insurance, multisport, shopping vouchers)
• Referral bonuses up to $2,000
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events

Please, note:

• We will reach out to selected candidates exclusively