Senior Support Engineer
New
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EPAMIT Support Services
Opportunity to work remotely within PolandFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English (B2+)
- Experience
- 3+ years
- Required Skills
- AWSSQLJiraServiceNowNetworking
Requirements
- 3+ years of hands-on experience in customer and/or technical support.
- Advanced proficiency in OS administration (MS Windows and/or Linux) and networking (DNS, TCP/IP, VPN).
- Ability to perform complex database queries for diagnostic purposes.
- Working knowledge of Cloud platforms (AWS, Azure, GCP).
- Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk).
- Strong knowledge of ITIL processes and the ability to train others.
- Ability to independently own a Knowledge Base and document solutions.
- Fluent English (B2+).
- High stress resistance and readiness to work non-standard shifts (weekends, holidays, nights).
Responsibilities
- Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation.
- Process and respond to alerts, emails, and phone calls, demonstrating personal accountability.
- Perform advanced application health checks, proactive monitoring, and support activities.
- Apply knowledge of on-premises and cloud infrastructure to troubleshoot incidents.
- Participate in and lead technical bridges, phone conferences, and customer workshops.
- Identify, escalate, and resolve Knowledge Base gaps; maintain documentation accuracy.
- Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members.
- Act as a technical trainer, coach, and mentor for junior and mid-level support engineers.
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