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Application Support Engineer

Application Support, Application Support Tools, Linux

We are on the lookout for an experienced Middle Application Support Engineer to join our dynamic team.

This role is essential for delivering high-quality technical support to our customers, ensuring swift and effective issue resolution. The ideal candidate is a proactive problem-solver with strong technical expertise and outstanding communication abilities.

Responsibilities
  • Be the first point of contact for technical support via phone, email, or chat
  • Conduct remote troubleshooting and simulate customer environments to diagnose issues
  • Provide step-by-step guidance to customers for resolving problems
  • Take ownership of customer issues from initiation through resolution
  • Develop and document best practices to enhance existing workflows
  • Maintain detailed records of all events and interactions in case management systems
  • Manage tasks efficiently, prioritizing effectively to meet deadlines
  • Monitor open incidents and drive them to resolution
  • Create and log bug reports for investigation by the software engineering team
  • Collaborate with other departments to resolve cases and ensure customer satisfaction
  • Stay up-to-date with product knowledge and continuously improve technical expertise
  • Adhere to security policies, guidelines, and industry best practices
Requirements
  • A minimum of 2 years of experience in IT Operations Support
  • Strong technical skills in Linux administration, including the ability to analyze logs from Linux and HTTP systems
  • Proficiency in troubleshooting and explaining solutions to technical and non-technical audiences
  • Advanced English skills (B2+ level) with excellent verbal and written communication abilities
  • Proven experience in creating and maintaining technical documentation
  • Skilled in professional email and phone communication
  • Ability to handle a high workload and meet tight deadlines
  • Effective time management and prioritization skills
  • Self-motivated learner with a customer-first mindset
  • Team player who thrives in collaborative environments
Nice to have
  • ITIL certification or familiarity with ITIL frameworks
  • Knowledge of JavaScript and Python
  • Hands-on experience with G Suite tools
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