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

EPAM·Poland·Удалённо·вчера

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 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, demonstrate ownership and personal accountability for resolution quality
Perform advanced application health checks, proactive monitoring, and support activities
Execute complex database queries (DDL/DML) to investigate and diagnose issues
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
Identify, escalate, 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
Participate in Disaster Recovery planning with an understanding of HA, BCP, RPO & RTO concepts
Act as a technical trainer, coach, and mentor for junior and mid-level support engineers
Create and maintain high-quality technical and project documentation

Requirements

3+ years of hands-on experience in customer and/or technical support, including experience in Service Monitoring
Advanced knowledge of MS Windows and/or Linux administration
Proficiency in MS Office Suite
Skills in performing complex database queries for diagnostic purposes
Understanding of networking concepts such as DNS, TCP/IP, and VPN
Familiarity with Cloud platforms such as AWS, Azure, and GCP
Experience with ITSM/ticketing tools such as ServiceNow, Jira, and 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
Understanding of HA, BCP, and disaster recovery concepts
Structured analytical approach to complex and non-standard incidents, high personal accountability, ability to independently lead customer interactions, and readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)
Fluent English (B2+) with excellent verbal, written communication, and strong phone etiquette