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)
• Shift 1: 6:00 AM – 2:00 PM
• Shift 2: 2:00 PM – 10:00 PM
• Shift 3: 10:00 AM - 6:00 PM
• Shift 4: 10:00 PM – 6:00 AM

Nice to have

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

We offer

• 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

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.