Senior Support Engineer

EPAM Systems; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

EPAM Systems Inc. in the United States seeks a Senior Support Engineer to own end-to-end incident resolution for ecommerce pharmaceutical applications, balancing reliability and customer satisfaction.

You will triage, diagnose, and coordinate fixes across Linux, Azure, and SQL, writing automation and runbooks, and leading cross-functional incident response.

The role requires 3+ years of experience, strong Bash skills, ITIL familiarity, and potential travel for on-call engagements.

Qualifications

• Minimum 3 years of professional experience.
• Hands-on Bash scripting for automating tasks and incident remediation.
• Strong Linux systems troubleshooting and maintenance experience.
• Working knowledge of Microsoft Azure for application availability.
• Proficiency in SQL for maintenance and performance troubleshooting.
• Upper-intermediate English (B2) or higher.
• Familiarity with ITIL practices to support structured incident and service management.
• Experience with SAP Commerce Cloud for ecommerce platform operations.

Responsibilities

• Provide 2nd-line application support for ecommerce pharmaceutical applications, triaging incidents and applying fixes.
• Manage application availability and health across Azure and Linux hosts to meet SLAs.
• Troubleshoot issues across the full stack, including Linux, networking, the Azure platform, and logs.
• Develop, maintain, and execute Bash automation scripts to streamline tasks.
• Write and run SQL queries to support maintenance tasks and data fixes.
• Coordinate maintenance windows and deployments with stakeholders.
• Lead incident response activities and track actions through to closure.
• Create runbooks and knowledge-base articles for incidents and maintenance.
• Perform on-call duties and travel as required for problem resolution.
• Maintain SLA compliance and incident response targets.
• Reduce repeat incidents through corrective actions and automation.
• Expand automation coverage with new scripts and processes.
• Document changes within 30 days and keep critical services updated.

Skills

Bash scripting

ITIL practices

Linux

Azure

SQL

SAP Commerce Cloud

Tools

Linux

Microsoft Azure

SQL

SAP Commerce Cloud

Job description

We are looking for a Senior Support Engineer to join our team. This role is well-suited for someone who enjoys solving complex technical problems while maintaining a strong focus on reliability and customer satisfaction. You'll operate in a fast-paced environment where quick thinking and clear communication are essential to keeping critical systems running smoothly. If you take pride in owning issues end-to-end and driving continuous improvement, this position offers a meaningful opportunity to do so.

Responsibilities

• Provide 2nd-line application support for ecommerce pharmaceutical applications in distributed environments, triaging incidents, diagnosing root causes, and applying fixes or coordinated escalations
• Manage application availability and health across Microsoft Azure and Linux hosts by monitoring alerts, reviewing logs, and executing corrective actions to meet business SLAs
• Troubleshoot system and application issues across the full stack, including Linux, networking, the Azure platform, and application logs, reproducing faults to identify permanent resolutions
• Develop, maintain, and execute Bash/Shell automation scripts to streamline operational tasks, incident remediation, and routine maintenance
• Write and run SQL queries to support application maintenance tasks, data fixes, and performance troubleshooting, following established change-control practices
• Execute planned maintenance, patching, and deployment tasks with rollback plans in place, coordinating maintenance windows with stakeholders to minimize business impact
• Lead incident response activities by coordinating cross-functional teams, assigning action owners, tracking progress, and driving incidents through to closure
• Create and maintain runbooks, operational procedures, and knowledge-base articles covering common incidents and maintenance tasks
• Perform on-call duties, providing timely support during production incidents and remaining available to travel when required for problem resolution or customer engagements
• Maintain SLA compliance for application availability, targeting at least 99% monthly availability or meeting the applicable contractual SLA
• Meet incident response SLAs and recovery targets, acknowledging critical incidents within 15 minutes and keeping mean time to recovery for critical incidents at or below 60 minutes
• Reduce incident recurrence by implementing corrective and preventive actions, targeting a 30% reduction in repeat incidents within 6 months
• Expand automation coverage of routine operational tasks, aiming to implement or improve at least 4 automation scripts or processes within the first 6 months
• Complete root cause analyses for all major incidents within 5 business days and track corrective actions through to closure within agreed timeframes
• Keep operational documentation for all critical services current, ensuring updates are made within 30 days of any relevant change
• Maintain strong customer satisfaction on support interactions, targeting an average post-incident CSAT score of 4.0 or higher out of 5

Requirements

• A minimum of 3 years of relevant professional experience
• Strong hands-on experience with Bash scripting for automating operational tasks and incident remediation
• Solid experience working with Linux systems for troubleshooting and ongoing maintenance
• Working knowledge of Microsoft Azure for managing application availability and cloud infrastructure
• Proficiency in SQL for application maintenance, data fixes, and performance troubleshooting
• Upper-intermediate English language skills or higher (B2)
• Nice to have Familiarity with Information Technology Infrastructure Library (ITIL) practices to support structured incident and service management
• Experience with SAP Commerce Cloud for supporting ecommerce platform operations