Application Support Engineer
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