Support Specialist

About the Position

Join EPAM Systems as a Support Specialist to manage production support tickets and ensure accurate information is gathered from internal requestors. In this role, you will be the first responder for production support tickets, ensuring complete and accurate information is gathered from internal requestors before escalating issues to the L2 support team.

Responsibilities

• Pick up new tickets from the production support queue
• Review incoming tickets for completeness and identify missing details
• Contact internal requestors (CX, accounting, sales, product, and other groups) to gather additional information
• Rewrite or annotate tickets to make them actionable for L2 support
• Route tickets to the correct 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

Requirements

• At least 2 years of relevant experience in application support, help desk, or IT operations
• Comfortable speaking with non-technical internal users to extract technical details
• Able to translate vague reports into structured, reproducible tickets
• Curious about how business applications work end-to-end
• Organized and able to manage a high volume of tickets, handling 30+ concurrent open items
• Basic familiarity with web applications and databases to ask relevant questions
• Good oral and written communication skills in English (B2+ level or higher)

Nice to Have

• Experience using non-production environments to reproduce reported issues
• Ability to capture reproduction steps and attach them to tickets before L2 pickup
• Familiarity with Azure App Insights for reviewing performance or error signals relevant to tickets
• Understanding of Grafana observability tools as the scope expands

We Offer

• Opportunity to work remotely in Argentina or Mexico
• Engaging role as a customer-facing internal Support Specialist

About the Company

EPAM Systems is a global software engineering and product development company, delivering digital platforms and solutions to the world's leading companies.