Opis oferty
$2k USD
Poland, Łódź
Senior Support Engineer (Shift-Based incl. Evening/Night Rotations) w Łódź, Polska is listed on Jobeax. Browse 110,000+ vacancies available.
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 the end-to-end ticket lifecycle: registration, classification, triage, resolution, and escalation to higher support tiers when necessary, following ITIL/ITSM best practicesProcess and respond to alerts, emails, and phone calls, demonstrating ownership and personal accountability for resolution qualityPerform advanced application health checks, proactive monitoring, and support activitiesApply knowledge of on-premises, private/public cloud infrastructure to troubleshoot infrastructure-related incidentsParticipate in and lead technical bridges, phone conferences, and customer workshops independently (without supervision)Identify, escalate, and resolve gaps in the Knowledge Base; own and maintain KB content to ensure accuracy and completenessContribute to and drive continuous improvement of ITIL/ITSM support processes; train team members on defined proceduresAssist with reporting, ticket quality checks, and trend analysis to support proactive service improvementsAct as a technical trainer, coach, and mentor for junior and mid-level support engineersParticipate in support process reviews, internal team meetings, and continuous improvement initiativesCreate and maintain high-quality technical and project documentation Requirements 3+ years of hands-on experience in customer and/or technical supportAdvanced proficiency in primary technical skills (OS administration, databases, networking); Intermediate+ in supporting professional skillsExperience in Service MonitoringAdvanced knowledge of MS Windows and/or Linux administrationStrong command of MS Office SuiteAbility to perform complex database queries for diagnostic purposesUnderstanding of networking concepts (DNS, TCP/IP, VPN, etc.)Awareness and working knowledge of Cloud platforms (AWS, Azure, GCP)Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk)Strong knowledge of ITIL processes and the ability to train others on themAbility to independently own a Knowledge Base and document solutions at high quality standardsEnglish: Fluent (B2+) — excellent verbal, written communication, and strong phone etiquetteProblem Solving: Structured analytical approach to complex and non-standard incidentsResponsibility & Reliability: Fully self-managed with high personal accountabilityCustomer Focus: Ability to independently lead customer interactions and build trustStress Resistance: High adaptability to changing conditions and non-standard work schedulesReadiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights) Nice to have ITIL Foundation certification (or higher)Experience with scripting or automation for support tasksBusiness domain knowledge in Fintech, e-Commerce, Retail, or TravelExperience designing or implementing support processes We offer We gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:Benefits listed above are available to employees onlyWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individuallyWe will reach out to selected candidates exclusively EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.
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