Support Specialist (Internal Production Support)

About the role

Join EPAM as an internal Support Specialist, acting as the first point of contact for production support tickets. You will work closely with internal teams to gather complete information, ensure tickets are actionable, and route them to the appropriate L2 support groups.

Key responsibilities

• Pick up new tickets from the production support queue and review them for completeness.
• Contact internal requestors (CX, accounting, sales, product, etc.) to collect missing details.
• Rewrite or annotate tickets to make them clear and actionable for L2 support.
• Route tickets to the correct team based on issue type and escalate data or application problems to L2.
• 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 applications and organized enough to manage 30+ concurrent tickets.
• Basic familiarity with web applications and databases.
• Good oral and written English communication (B2+ level).

Required skills

• Azure App Insights
• Grafana

What we offer

• International projects with top brands.
• Collaboration with global, diverse teams.
• 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 programs.