Support Specialist

EPAM Systems; Mexico; Hybrid; PHP 391,000 - 580,000; Full time

Job summary

EPAM Systems is seeking a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. You will analyze, diagnose, and resolve tickets and incidents, using ITIL practices and a broad set of ticketing tools.

The role emphasizes proactive communication, knowledge base updates, and collaboration with multiple teams to maintain stable application health and service quality.

Qualifications

• A minimum of two years of relevant professional work experience.
• Fluent English at B2 level or higher with strong communication.
• Analytical and research capabilities with proactive mindset.
• Team-oriented with ownership, resilience and flexibility.
• Proficient with MS Windows and Office Suite.
• Willingness to work flexible schedules including weekends and hybrid in-office days.

Responsibilities

• Log incoming tickets, sort by category, perform initial assessment, and resolve or escalate.
• Manage alerts, email, and phone inquiries as they arise.
• Monitor application health status and support stable system performance.
• Identify missing or outdated knowledge and help keep content current.
• Assist with reporting, ticket quality review, and process improvement discussions.
• Communicate with end users to gather details for accurate diagnostics.
• Keep stakeholders informed on status and resolution timelines.
• Follow documented procedures for recurring issue handling.
• Flag recurring patterns to relevant teams and contribute to onboarding new members.

Skills

Experience 2+ yrs

English B2

Analytical skills

Team player

Windows Office

Flexible schedule

Job description

We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.

Responsibilities

• Log incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when needed
• Manage incoming alerts, email correspondence, and phone inquiries as they arise
• Keep watch over application health status and provide support to maintain stable system performance
• Spot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content current
• Take part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetings
• Communicate with end users to gather additional details needed to accurately diagnose reported problems
• Keep stakeholders informed on the status of open requests and expected resolution timelines
• Follow documented procedures to ensure consistent handling of recurring issue types
• Recognize patterns in recurring problems and bring them to the attention of relevant teams
• Help onboard new team members by sharing insights on tools, processes, and support workflows

Requirements

• A minimum of two years of relevant professional work experience
• Fluent command of English at a B2 level or higher, with strong verbal and written communication skills along with polished phone etiquette
• Well-developed analytical and research capabilities, paired with a proactive mindset toward tasks and challenges
• Comfortable working within a team setting, demonstrating a strong sense of ownership, resilience under pressure, and flexibility when circumstances shift
• Intermediate or more advanced familiarity with MS Windows and the Office Suite
• Willingness to work flexible schedules, including weekends, holidays, and early or late shifts, as well as a hybrid arrangement involving two days in-office where applicable

Nice to have Prior background in either customer service or technical support roles Familiarity with ITIL principles and practices General awareness of networking fundamentals, cloud platform concepts, and hands-on experience using ITSM tools