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Senior 2nd Line / Environments Support Engineer

Application Support, Application Support Tools, Linux

We are looking for an experienced Senior 2nd Line / Environments Support Engineer to join our technical support team at a senior level. The candidate will function as a key player in resolving high-level technical issues, driving continuous improvement in our support processes, and mentoring junior team members.

Responsibilities
  • Act as the senior point of contact for complex customer issues via phone, email, or chat
  • Lead remote troubleshooting efforts, replicate issues in varied environments, and collaborate with customers for advanced problem resolution
  • Develop and implement strategic solutions based on comprehensive analysis of issues provided by customers
  • Direct customers through advanced problem-solving processes
  • Assume complete ownership of high-priority client issues from start to finish
  • Innovate and refine best practices and existing processes for enhanced efficiency
  • Maintain meticulous records of events and interactions
  • Manage and prioritize tasks efficiently to ensure timely responses
  • Oversee the status and expedite the resolution of all critical incidents
  • Create detailed reports for bugs needing investigation by Software Engineering Teams
  • Proactively drive cases forward and liaise with other teams for necessary interventions
  • Continually enhance personal technical expertise and facilitate knowledge sharing within the team
  • Comply strictly with security guidelines, procedures, and best practices
Requirements
  • 3+ years of experience in Senior IT Operations Support roles
  • Advanced technical administration skills in Linux
  • Expertise in interpreting complex logs, including Linux and HTTP
  • Profound ability to troubleshoot issues, explaining technical details to both specialists and non-technical stakeholders
  • High-level critical thinking skills with a focus on thorough investigation, analysis, interpretation, evaluation, explanation, and problem-solving
  • Superior client-facing skills, keen attention to detail, and ability to distinguish between client needs and issues
  • Demonstrated track record in drafting comprehensive documentation such as articles, workflows, and procedures tailored to complex issues
  • Skills in managing large volumes of work within constrained timelines
  • Exceptional time management skills with a proven ability to determine priorities
  • Independent, proactive learning approach with excellent multitasking capabilities
  • Demonstrated ability to work effectively in a team, build rapport, and mentor junior team members
  • Highly motivated with a customer-centric orientation and a commitment to resolving client issues
  • Fluency in English (B2+ level), with advanced verbal and written communication skills
Nice to have
  • ITIL certification or substantial experience with ITIL based processes
  • In-depth knowledge of Javascript and Python (reading and understanding complex code)
  • Advanced 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