Support Specialist

EPAM Systems, Inc.; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Learning & development

Global project exposure

Career growth opportunities

Job summary

EPAM Systems, Inc. is seeking a Support Specialist in the United States to provide hands-on technical troubleshooting, guide users through complex workflows, and help maintain product stability for a seamless user experience.

The role emphasizes close collaboration with QA and development, knowledge-base maintenance, and onboarding new clients, while escalating critical issues and delivering clear, timely updates to stakeholders.

Qualifications

• Two+ years of practical experience in L1/L2 technical support, application support, or hands-on QA.
• Strong ability to reproduce bugs, assess priority, and document findings clearly.
• Adequate English communication at B2+ level or higher.
• Familiarity with troubleshooting and cross-functional collaboration.

Responsibilities

• Field incoming technical questions, walk users through intricate processes, and resolve hiccups within agreed timeframes.
• Review user-submitted reports, replicate bugs, evaluate severity and impact, and log organized tickets for the dev team.
• Conduct preliminary quality checks and confirm fixes work before updates reach end-users.
• Act as a bridge between support, QA, and development to maintain clarity on product condition and defect status.
• Track recurring support themes and flag patterns indicating larger product issues.
• Maintain and update internal knowledge base articles and troubleshooting guides.
• Assist in onboarding new users by guiding product setup and initial functionality.
• Escalate unresolved or high-priority cases to appropriate internal teams with progress updates.
• Provide product feedback based on user pain points to shape future improvements.

Skills

Bug reproduction

End-user communication

Problem solving

Ticketing & documentation

Onboarding & training

Job description

We are looking for a Support Specialist with deep hands-on expertise to join our team. The Specialist will combine deep product expertise with hands-on technical troubleshooting to ensure product stability and a seamless user experience.Responsibilitiesesponses and effective technical fixesField incoming technical questions, walk users through intricate processes, and resolve operational hiccups within agreed timeframesReview user-submitted reports, replicate reported bugs, evaluate their severity and impact, and log well-organized tickets for the development teamConduct preliminary quality checks and confirm that bug fixes work correctly before updates reach end-usersAct as a communication bridge between support, QA, and development groups to maintain clarity around product condition and defect statusTrack recurring support themes and flag patterns that may point to larger underlying product issuesMaintain and update internal knowledge base articles and troubleshooting guides to streamline future issue resolutionAssist in onboarding new users or clients by walking them through product setup and initial functionalityEscalate unresolved or high-priority cases to appropriate internal teams while keeping stakeholders informed of progressProvide feedback to product teams based on recurring user pain points to help shape future improvementsRequirementsTwo or more years of practical experience in L1/L2 technical support, application support, or hands-on manual quality assuranceSolid skills in reproducing bugs, assessing their priority, and documenting findings in a clear, structured mannerStrong ability to communicate with end-users combined with a natural inclination toward diagnosing and solving problemsAdequate English communication skills at B2 level or higher, enabling clear understanding of business needs and translating them into workable technical solutionsNice to haveFamiliarity with PIM/DAM systems, which are used for organizing, managing, and distributing product information and digital assets across various platformsWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedIn