Application Support Engineer

EPAM Systems Inc; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

EPAM Systems Inc. is seeking an Application Support Specialist to troubleshoot Java core applications, analyze logs, and run SQL queries across a multi-tier environment. You will support ITIL-aligned incident and change processes, monitor pipelines, and collaborate with engineers to improve reliability.

Strong communication and English proficiency are required. This role involves on-call shifts, weekend releases, and coordination across stakeholders.

Qualifications

• 2+ years of application support experience in medium to large ecosystems.
• Java core troubleshooting for application errors and monitoring.
• SQL experience with strong query skills.
• ITSM/ITIL foundation knowledge covering incident, problem, and change management.
• Understanding of web application architecture including web/app/DB servers, DNS, firewalls, and SSL.
• Experience with Elastic and APM logs for investigation.
• Experience using pre-built Jenkins pipelines and release processes.
• Relational databases: Oracle, MySQL, PostgreSQL, or MS SQL.
• Strong verbal and written communication.
• Collaborative teamwork with ability to learn independently.
• Willingness for shifts, weekend releases, and on-call rotation.
• Upper-Intermediate English proficiency (B2).
• Nice to have Windows admin experience including IIS virtualization or containerization.
• CI/CD understanding and GCP exposure managing applications, SQL performance tuning.

Responsibilities

• Resolve production incidents by troubleshooting application, database, and connectivity issues.
• Analyze logs and monitoring signals to identify root cause and propose corrective actions.
• Execute SQL queries to validate data, diagnose problems, and support investigations.
• Troubleshoot Java core applications by interpreting errors, reviewing behavior, and recommending fixes.
• Support ITIL-aligned processes by handling incidents, contributing to problem records, and coordinating changes.
• Operate and monitor pre-built Jenkins pipelines to support releases and operational tasks.
• Collaborate with engineers to improve system reliability, observability, and operational readiness.
• Document investigations, runbooks, and knowledge articles in Jira and Confluence.
• Coordinate across stakeholders during escalations and communicate status and impact clearly.
• Perform network and web troubleshooting including DNS checks, SSL validation, and HAR file analysis.
• Participate in on-call rotation and shift coverage to maintain service continuity.

Skills

Java troubleshooting

SQL

ITIL

Web architecture

Elastic & APM logs

Jenkins pipelines

Jira/Confluence

Oracle/MySQL/PostgreSQL/MS SQL

English (B2)

On-call readiness

DNS/SSL troubleshooting

Networking basics

Job description

Responsibilities

• Resolve production incidents by troubleshooting application, database, and connectivity issues
• Analyze logs and monitoring signals to identify root cause and propose corrective actions
• Execute SQL queries to validate data, diagnose problems, and support investigation workflows
• Troubleshoot Java core applications by interpreting errors, reviewing behavior, and recommending fixes
• Support ITIL-aligned processes by handling incidents, contributing to problem records, and coordinating changes
• Operate and monitor pre-built Jenkins pipelines to support releases and operational tasks
• Collaborate with engineers to improve system reliability, observability, and operational readiness
• Document investigations, runbooks, and knowledge articles in Jira and Confluence
• Coordinate across stakeholders during escalations and communicate status and impact clearly
• Perform network and web troubleshooting including DNS checks, SSL validation, and HAR file analysis
• Participate in on-call rotation and shift coverage to maintain service continuity

Requirements

• 2+ years application support experience in medium to large ecosystems
• Java core troubleshooting experience for application errors and monitoring
• SQL experience with strong query skills
• ITSM and ITIL foundation knowledge covering incident, problem, and change management
• Strong understanding of web application architecture including web/app/DB servers, DNS, firewalls, and SSL
• Hands-on experience with Elastic and APM logs for investigation and monitoring
• Experience using pre-built Jenkins pipelines and working within release processes
• Practical database fundamentals across Oracle, MySQL, PostgreSQL, or MS SQL
• Strong communication skills for clear verbal and written updates
• Collaborative teamwork skills with ability to learn independently with guidance
• Readiness for shifts, weekend releases, and on-call rotation
• Upper-Intermediate English proficiency (B2)
• Nice to have Windows administration experience including IIS Virtualization or containerization exposure
• CI/CD principles understanding GCP exposure managing applications SQL performance tuning knowledge including indexes, stored procedures, and transactions