Senior Support Engineer: Incident Resolution Leader & Mentor

EPAM Systems, Inc.; Poland; Remote; PLN 90,000 - 140,000; Full time

Job summary

EPAM Systems, Inc. is seeking a Senior Support Engineer to join our multi-client support delivery team, covering Europe and beyond across Fintech to Travel.

You will act as a single point of contact for client requests and drive incident resolution, process improvements, and KB ownership. You will mentor junior team members, manage complex tickets, and contribute to service quality with strong technical knowledge in OS, databases, networking, and cloud concepts.

Qualifications

• 3+ years of hands-on customer or technical support experience.
• Advanced proficiency in OS administration, databases, networking; Intermediate+ in supporting professional skills.
• Experience in Service Monitoring and ITSM tools (ServiceNow/Jira/Zendesk).
• Strong knowledge of ITIL processes and ability to train others.

Responsibilities

• Own and drive end-to-end ticket lifecycle from registration to resolution and escalation.
• Process and respond to alerts, emails, and phone calls with ownership and accountability.
• Perform advanced health checks, proactive monitoring and support activities.
• Troubleshoot using on-premises, private/public cloud infrastructure concepts.
• Lead technical bridges, calls, and customer workshops independently.
• Identify and update Knowledge Base; ensure accuracy and completeness.

Skills

OS administration

Databases

Networking

Service Monitoring

Windows

Linux

MS Office

SQL queries

Cloud platforms

ITSM tools

ITIL processes

Knowledge Base

Scripting/Automation

English (B2+)

Problem solving

Customer focus

Stress resistance

Shift flexibility

Tools

ServiceNow

Jira

Zendesk

Job description

EPAM Systems, Inc. is seeking a Senior Support Engineer to join our multi-client support delivery team, covering Europe and beyond across Fintech to Travel.

You will act as a single point of contact for client requests and drive incident resolution, process improvements, and KB ownership. You will mentor junior team members, manage complex tickets, and contribute to service quality with strong technical knowledge in OS, databases, networking, and cloud concepts.