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

EPAM Systems, Inc.; Poland; Hybrid; PLN 30,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Remote within Poland

Career development programs

Health insurance

Stock purchase plan

Job summary

EPAM Systems, Inc. is seeking a Support Specialist to provide end-user support to clients across Europe and beyond, spanning Fintech, e-commerce, Retail, Travel, Technology, and more.

You will triage, diagnose, and resolve tickets using ITIL practices, handle initial processing, and keep knowledge base content up to date while maintaining proactive communication with business stakeholders. This role requires English fluency, analytical thinking, teamwork, and flexibility to work non-standard

Qualifications

• Fluent in English (B2 or higher) with strong verbal and written skills.
• Analytical and research abilities with proactive task management.
• Ability to work well in a team and handle high-stress situations.

Responsibilities

• Register, classify, and triage tickets; escalate when needed.
• Process alerts, emails, and phone calls; monitor app health checks.
• Identify KB gaps and update documentation; support reporting tasks.
• Participate in support process reviews and team meetings.

Skills

English (B2+)

Analytical skills

Teamwork

Problem solving

Tools

MS Windows

Office Suite

ITSM tools

Job description

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)Nice 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.