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

EPAM Systems; Poland; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid by design (remote within Poland

Work abroad up to 60 days annually

Relocation opportunities

Health insurance

Multisport

Shopping vouchers

Employee Stock Purchase Plan with 15%?

Job summary

EPAM Systems seeks a Senior Support Engineer to join our multi-client support delivery team across Europe and beyond. You will own end-to-end ticket lifecycles, drive incident resolution, and coach junior team members.

You will work in a hybrid model with remote options within Poland, supporting 20+ clients in Fintech, e‑Commerce, Retail, Travel, and Technology sectors.

Qualifications

• 3+ years of hands-on experience in customer and/or technical support.
• Advanced proficiency in OS administration, databases, networking.
• Experience with ITSM/ticketing tools and ITIL processes.
• Strong English communication, both written and spoken.

Responsibilities

• Own end-to-end ticket lifecycle following ITIL/ITSM practices.
• Respond to alerts, emails, and calls with accountability for resolution.
• Perform health checks, proactive monitoring, and support activities.
• Troubleshoot on-premises and cloud infrastructure incidents.
• Lead technical bridges, meetings, and customer workshops independently.
• Maintain and improve Knowledge Base content and processes.
• Contribute to process improvements and training for the team.
• Assist with reporting, quality checks, and trend analysis.

Skills

OS administration

Databases

Networking

ITIL processes

English communication

Tools

ServiceNow

Jira

Zendesk

Job description

We are looking for a Senior Support Engineer to join our multi-client support delivery team. Supporting more than 20 clients across Europe and beyond — spanning Fintech, e-Commerce, Retail, Travel, and Technology domains — our team acts as a single point of contact for all user requests and queries related to supported applications and systems.

At this level, you are expected to be self-managed, technically advanced, and capable of coaching junior team members while independently driving incident resolution and process improvement.

Responsibilities

• Own and drive the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practices
• Process and respond to alerts, emails, and phone calls, demonstrating ownership and personal accountability for resolution quality
• Perform advanced application health checks, proactive monitoring, and support activities
• Apply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidents
• Participate in and lead technical bridges, phone conferences, and customer workshops independently (without supervision)
• Identify, elevate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completeness
• Contribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined procedures
• Assist with reporting, ticket quality checks, and trend analysis to support proactive service improvements
• Act as a technical trainer, coach, and mentor for junior and mid-level support engineers
• Participate in support process reviews, internal team meetings, and continuous improvement initiatives
• Create and maintain high-quality technical and project documentation

Requirements

• 3+ years of hands‑on experience in customer and/or technical support
• Advanced proficiency in primary technical skills (OS administration, databases, networking); Intermediate+ in supporting professional skills
• Experience in Service Monitoring
• Advanced knowledge of MS Windows and/or Linux administration
• Strong command of MS Office Suite
• Ability to perform complex database queries for diagnostic purposes
• Understanding of networking concepts (DNS, TCP/IP, VPN, etc.)
• Awareness and 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 on them
• Ability to independently own a Knowledge Base and document solutions at high quality standards
• English: Fluent (B2+) — excellent verbal, written communication, and strong phone etiquette
• Problem Solving: Structured analytical approach to complex and non‑standard incidents
• Responsibility & Reliability: Fully self-managed with high personal accountability
• Customer Focus: Ability to independently lead customer interactions and build trust
• Stress Resistance: High adaptability to changing conditions and non‑standard work schedules
• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Nice to have

• ITIL Foundation certification (or higher)
• Experience with scripting or automation for support tasks
• Business domain knowledge in Fintech, e-Commerce, Retail, or Travel
• Experience designing or implementing support processes

We offer

• We gather like-minded people:
  • Top tech minds driving innovation in AI, cloud and digital platform modernization
  • Supportive team and agile, startup-like culture
  • Hybrid by design mode and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Business-driven relocation opportunities
• We provide growth opportunities:
  • Career development programs
  • Thought leadership, mentoring, soft skills and well‑being programs
  • Certification (Anthropic, Gemini, GCP, Azure, AWS)
  • English classes
• We cover it all:
  • Stable pay
  • Participation in the Employee Stock Purchase Plan with a 15% discount
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Referral bonuses up to $2,000
  • Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
  • Corporate, social and well‑being events
• Please, note:
  • Benefits listed above are available to employees only
  • We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
  • We will reach out to selected candidates exclusively

EPAM 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.