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Application Support Engineer

Application Support, Application Support Tools, Linux

We are seeking a proficient Application Support Engineer to strengthen our vibrant team.

This position is key to delivering outstanding technical support to our clients, ensuring all issues are addressed quickly and effectively. We are looking for a dynamic problem-solver with strong communication abilities and a comprehensive technical background.

Responsibilities
  • Act as the foremost point of contact for client technical support through phone, email, or live chat
  • Conduct remote troubleshooting to duplicate customer issues and pinpoint solutions
  • Lead clients through precise steps for resolution
  • Maintain complete responsibility for client issues from start to finish
  • Improve process efficiencies by creating and documenting new practices
  • Record all client interactions and actions in our case management system
  • Effectively manage task prioritization to meet service delivery goals
  • Track and ensure the resolution of all active incidents
  • Report and escalate software bugs to the engineering team for detailed examination
  • Facilitate the resolution process through collaboration with various teams when necessary
  • Regularly update and deepen technical product knowledge
  • Adhere strictly to all security guidelines, procedures, and best practices
Requirements
  • A minimum of 2 years in IT Operations Support
  • Proven technical skills in Linux administration and the analysis of logs from Linux and HTTP systems
  • Capable of troubleshooting and clearly communicating solutions to both technical and non-technical users
  • High proficiency in English (B2+ level), with superior verbal and written communication skills
  • Experienced in creating technical documentation
  • Proficient in handling email communications and maintaining professional telephone interactions
  • Capable of managing large volumes of work within stringent deadlines
  • Outstanding time management skills with a solid grasp of task prioritization
  • An independent, self-driven learner who is focused on customer needs and highly motivated
  • Demonstrated ability to collaborate effectively within a team setting
Nice to have
  • ITIL certification or familiarity with ITIL methodologies
  • Knowledge of JavaScript and Python
  • Experience with Gsuite products
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn