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

Summary

EPAM Systems is a technology company providing software engineering and digital platform modernization services to clients across multiple industries. The Support Engineer will provide end-user support, analyze and resolve tickets and incidents, monitor application health, process service requests, communicate proactively with business users, and maintain the knowledge base using ITIL best practices.

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

Skills

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

Qualifications

Must Haves

• - 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 Haves

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

Benefits

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