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

EPAM is a global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and startups. It has over thirty years of expertise in custom software, product, and platform engineering.

• Fluent English (B2 or higher), excellent verbal and written skills, strong phone etiquette
• Strong analytical and research skills with a proactive approach
• Ability to work effectively in a team with a strong sense of personal responsibility
• 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, and ITSM tools experience

• Register, classify, and perform initial triage of tickets, and resolve or escalate as necessary
• Process alerts, e-mails, and phone calls
• Monitor and support application health checks
• Identify gaps in the Knowledge Base and update it
• Assist with reporting and ticket quality checks
• Analyze tickets and participate in support process reviews
• Attend internal team meetings

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