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Application Support Engineer

Application Support, Application Support Tools, Linux

We are currently seeking a talented Application Support Engineer to join our dynamic team.

This position is essential for delivering top-notch technical support to our clients, ensuring that all issues are resolved promptly and effectively. We are looking for an energetic problem-solver with excellent communication skills and a solid technical foundation.

Responsibilities
  • Act as the initial point of contact for client technical support via phone, email, or live chat
  • Execute remote diagnostics to reproduce customer issues and determine solutions
  • Direct clients through step-by-step resolution procedures
  • Assume complete responsibility for client issues from start to finish
  • Enhance process efficiency by developing and documenting new protocols
  • Document all client interactions and actions in our case management system
  • Efficiently prioritize tasks to achieve service delivery goals
  • Track and ensure the resolution of all active issues
  • Report and escalate software issues to the engineering team for detailed evaluation
  • Work collaboratively with various departments to advance the resolution process as necessary
  • Regularly update and expand your understanding of technical products
  • Adhere to all security policies, procedures, and best practices rigorously
Requirements
  • Minimum of 2 years in IT Operations Support
  • Proven skills in Linux administration and analyzing logs from Linux and HTTP systems
  • Strong troubleshooting skills with the ability to clearly communicate solutions to both technical and non-technical users
  • High proficiency in English (B2+ level), with outstanding verbal and written communication skills
  • Experience in generating technical documentation
  • Competent in managing email communications and upholding professional telephone interactions
  • Capable of managing substantial workloads within strict deadlines
  • Exceptional time management skills with a robust understanding of task prioritization
  • An autonomous, driven self-learner who is focused on customer needs
  • Demonstrated ability to effectively collaborate within a team setting
Nice to have
  • ITIL certification or knowledge of ITIL methodologies
  • Familiarity with 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