Support Specialist

About the role

EPAM is looking for a customer‑facing Internal Support Specialist to join its global team. You will be the first point of contact for production support tickets, ensuring that each request is captured accurately before escalation. This role offers the chance to work with multinational teams on innovative digital projects.

Key responsibilities

• Pick up new tickets from the production support queue.
• Review tickets for completeness and identify missing details.
• Contact internal requestors (CX, accounting, sales, product, etc.) to gather additional information.
• Rewrite or annotate tickets to make them actionable for L2 support.
• Route tickets to the appropriate team based on issue type.
• Escalate data or application issues to L2 support.
• Direct product or calculation questions to the Product team first, then back to support if confirmed as a bug.
• Handle administrative requests directly.

Required profile

• At least 2 years of experience in application support, help desk, or IT operations.
• Comfortable communicating with non‑technical internal users to extract technical details.
• Ability to translate vague reports into structured, reproducible tickets.
• Curious about end‑to‑end business application workflows.
• Organized and able to manage a high volume of tickets (30+ concurrent open items).
• Good oral and written communication skills in English (B2+ level).

Required skills

• Basic familiarity with web applications and databases.
• Experience with Azure App Insights for performance or error analysis.
• Understanding of Grafana observability tools.

What we offer

• International projects with top brands.
• Collaboration with global, highly skilled, diverse peers.
• Healthcare benefits and employee financial programs.
• Paid time off, sick leave, and upskilling opportunities.
• Unlimited access to LinkedIn Learning library (22,000+ courses).
• Global career opportunities and volunteer/community involvement.