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

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.

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

Nice to have:

• Previous experience in customer and/or technical support
• ITIL knowledge
• Basic networking concepts
• Cloud platform awareness
• Experience with ITSM tools

• Register, classify, and perform initial triage of tickets, resolving or escalating them as necessary
• Process alerts, e-mails, and phone calls
• Monitor and support application health checks
• Identify and escalate knowledge base gaps, update documentation
• Assist with reporting and ticket quality checks
• Analyze tickets, participate in support process reviews
• Attend internal team meetings