Support Engineer (Shift-Based incl. Evening/Night Rotations)

Currently, we are looking for a Support Specialist to join our team in providing end-user support to EPAM's clients. We support more than 20 clients across Europe and the globe, representing Fintech, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.As a Support Specialist, you will undertake analysis, diagnosis, and resolution of tickets/incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.ResponsibilitiesRegister, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessaryProcess alerts, e-mails, and phone callsMonitor and support application health checksIdentify and further escalate the gaps in the Knowledge Base, update itPerform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetingsRequirementsFluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquetteStrong analytical and research skills, proactive approach to tasks and issuesAbility to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditionsIntermediate or higher knowledge of MS Windows and Office SuiteReadiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)Shift 1: 6:00 AM – 2:00 PMShift 2: 2:00 PM – 10:00 PMShift 3: 10:00 AM - 6:00 PMShift 4: 10:00 PM – 6:00 AMNice to havePrevious experience in customer and/or technical supportITIL knowledgeBasic networking concepts, cloud platform awareness, ITSM tools usage experienceWe offerWe gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and an agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:We will reach out to selected candidates exclusivelyEPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.