We are seeking an Application Support Engineer to provide operational and functional support to digital channel platforms, ensuring service continuity through incident diagnosis, analysis, and resolution, execution of operational activities, integration monitoring, and coordination with development and operations teams. This role acts as an intermediary between the help desk and specialized engineering teams.
Responsibilities
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Diagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applications
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Perform troubleshooting and debugging to identify the root cause of functional and technical incidents
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Execute scripts, controlled queries, and authorized operating procedures for service restoration or validation
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Carry out service restarts, resets, and validations, batch processes, and critical integrations following established procedures
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Update and track tickets in Freshservice, ensuring quality and traceability in documentation
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Escalate incidents to the appropriate teams when specialized support or defect correction is required, and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teams
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Participate in root cause analysis (RCA) and follow up on corrective actions
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Monitor the operational health of critical applications and integrations to proactively identify risks
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Comply with ITIL processes and practices for Incident, Problem, and Request Management
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Maintain up-to-date technical documentation and contribute to the development of operating procedures
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Create, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate support
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Provide clear and effective communication with users, technical teams, and business areas during incident management
Requirements
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2+ years of experience in application or digital channel support
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Background in debugging, log analysis, and transaction tracing
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Capability to execute basic scripts and queries in controlled production environments
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Knowledge of integrations, APIs, and web services
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Familiarity with ticket management tools such as Freshservice, ServiceNow, or Jira Service Management
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Knowledge of ITIL processes
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Excellent verbal and written communication skills
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Strong service orientation, documentation, and follow-up abilities
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Analytical skills to identify patterns, correlate events, and accelerate incident resolution
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Ability to work under pressure during critical incidents and maintenance windows
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Availability to work 24/7 rotating shifts, including weekends and holidays, according to the operational calendar
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Willingness to participate in on-call duty and handle critical business incidents when required
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Proficiency in English at a B1+ level
We offer
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International projects with top brands
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Work with global teams of highly skilled, diverse peers
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Healthcare benefits
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Employee financial programs
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Paid time off and sick leave
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Upskilling, reskilling and certification courses
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Unlimited access to the LinkedIn Learning library and 22,000+ courses
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Global career opportunities
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Volunteer and community involvement opportunities
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EPAM Employee Groups
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Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn
EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.
