We are looking for a dedicated Middle Application Support Engineer to join our team in providing 24/7 application and platform support for our clients. You will play a key role in resolving incidents, maintaining service reliability, and ensuring the smooth operation of critical applications. If you're adaptable, thorough, and have strong problem-solving and technical skills, we want to hear from you!
The remote option applies only to the Candidates who will be working from any location in Ukraine.
#LI-DNI
Responsibilities
- Provide 24/7 level 2 application and platform support to resolve incidents and maintain service quality
- Monitor applications, systems, and handle alerts using monitoring tools like New Relic or similar
- Investigate, troubleshoot, and resolve technical issues, including root cause analysis and implementing workarounds
- Participate actively in Major Incident Handling calls to minimize downtime and ensure clear communication
- Collaborate with cross-functional teams and escalate issues when necessary
- Utilize ITSM tools like ServiceNow for incident, problem, and change management
- Document technical issues, resolutions, and procedures to enhance operational knowledge
- Conduct performance trend analysis and proactive measures to prevent recurring incidents
- Adapt to shifting priorities based on client requirements and team directives
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- Minimum 2 years of experience in technical support or application support
- Knowledge of SQL and experience working with Linux command line
- Familiarity with any cloud platform (Azure preferred) and basic cloud concepts
- Competency in using ITSM tools like ServiceNow and application monitoring solutions like New Relic
- Understanding of networking basics (TCP/IP, routing, firewall, WAF)
- Capability to read and debug source code in any programming language
- Logical problem-solving mindset with strong analytical skills
- Ability to work in shifts with a typical monthly distribution: 50% morning shifts (6 or 10 AM - 2 or 7 PM EET) / 50% evening shifts (2 PM - 10 PM EET)
- Weekends include 12-hour shifts every 3-4 weeks (6 AM - 6 PM EET)
- Shifts on weekends/public holidays are compensated with days off within the month
- Night shifts are rare and occur for backup purposes
- Proficiency in written and spoken English, with at least a B1+ fluency level
- Background in development with any programming language or scripting
- Showcase of extended IT knowledge, particularly in performance tuning and optimization
- Experience with application monitoring tools beyond New Relic
- Understanding of advanced networking concepts such as load balancing and failover mechanisms
- Theoretical or practical knowledge of Incident Management principles
- Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
- Receive the necessary equipment to perform your work tasks
- Change projects and technology stacks within EPAM
- Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
- Consider relocation options in over 30 countries worldwide
- Participate in volunteer, charity programs and communities (both technical and interest-based)
- You can plan your individual career path together with your manager
- Receive regular feedback from colleagues
- Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
- Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
- Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
- Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
- Study at EPAM Solution Architecture School with the instructors who are practicing architects
- Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
- Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)
- Vacation and sick leave (including a sick leave without a medical certificate)
- A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
- Medical insurance for family members at corporate rates
- Company support during significant life events (childbirth or adoption, marriage, etc.)
- Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
- E-kids program - a free programming language training program for EPAMers' children