Support Specialist

EPAM Systems, Inc. • 1d ago

Join our team as an internal Support Specialist dedicated to customer engagement.

In this position, you will serve as the first point of contact for production support tickets, gathering accurate and comprehensive information from internal teams before escalating issues to L2 support.

Responsibilities

Manage new tickets as they enter the production support queue
Review tickets for completeness and identify any missing information
Communicate with internal requestors from CX, accounting, sales, product, and other departments to collect additional details
Revise or enhance tickets to ensure they are actionable for L2 support
Direct tickets to the appropriate team based on the issue type
Escalate data or application-related matters to L2 support
Route product or calculation questions to the Product team initially, then back to support if a bug is confirmed
Handle administrative requests without escalation

Requirements

At least two years of experience in application support, help desk, or IT operations
Comfortable engaging with internal users who may lack technical expertise to obtain necessary information
Proficient in transforming vague issue descriptions into clear, reproducible tickets
Eager to learn about the end-to-end functionality of business applications
Capable of maintaining organization and managing a high volume of tickets, including 30 or more open items simultaneously
Basic understanding of web applications and databases to ask relevant questions
Excellent English communication skills, both verbal and written (B2+ level or higher

Nice to have

Experience working in non-production environments to reproduce reported issues
Ability to record and attach reproduction steps to tickets before L2 review
Knowledge of Azure App Insights for monitoring performance or error signals related to tickets
Familiarity with Grafana observability tools as their implementation expands

We offer