Support Specialist

We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.

Responsibilities

• Log incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when needed
• Manage incoming alerts, email correspondence, and phone inquiries as they arise
• Keep watch over application health status and provide support to maintain stable system performance
• Spot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content current
• Take part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetings
• Communicate with end users to gather additional details needed to accurately diagnose reported problems
• Keep stakeholders informed on the status of open requests and expected resolution timelines
• Follow documented procedures to ensure consistent handling of recurring issue types
• Recognize patterns in recurring problems and bring them to the attention of relevant teams
• Help onboard new team members by sharing insights on tools, processes, and support workflows

Requirements

• A minimum of two years of relevant professional work experience
• Fluent command of English at a B2 level or higher, with strong verbal and written communication skills along with polished phone etiquette
• Well-developed analytical and research capabilities, paired with a proactive mindset toward tasks and challenges
• Comfortable working within a team setting, demonstrating a strong sense of ownership, resilience under pressure, and flexibility when circumstances shift
• Intermediate or more advanced familiarity with MS Windows and the Office Suite
• Willingness to work flexible schedules, including weekends, holidays, and early or late shifts, as well as a hybrid arrangement involving two days in-office where applicable

Nice to have

• Prior background in either customer service or technical support roles
• Familiarity with ITIL principles and practices
• General awareness of networking fundamentals, cloud platform concepts, and hands-on experience using ITSM tools

Benefits

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn