support engineer in fintech

EPAM provides end-user support for clients across Europe and the globe in Fintech, e-commerce, Retail, Travel, Technology, and other industries. Its support team acts as a single point of contact for requests and queries related to supported applications and systems.

• Register, classify, and perform initial triage of tickets;
• Resolve or escalate tickets to higher support levels as necessary;
• Process alerts, emails, and phone calls;
• Monitor and support application health checks;
• Identify and escalate gaps in the Knowledge Base;
• Update the Knowledge Base;
• Assist with reporting and ticket quality checks;
• Analyze tickets;
• Participate in support process reviews;
• Attend internal team meetings.

• Fluent in English at B2 or higher, with excellent verbal and written skills and strong phone etiquette;
• Strong analytical and research skills;
• Proactive approach to tasks and issues;
• Ability to work effectively in a team and think collaboratively;
• Strong personal responsibility and accountability;
• High stress resistance and adaptability to changing conditions;
• Intermediate or higher knowledge of MS Windows and Office Suite;
• Readiness to work non-standard shifts, including weekends, holidays, mornings, evenings, and nights;
• Nice to have: previous experience in customer and/or technical support, ITIL knowledge, basic networking concepts, cloud platform awareness, ITSM tools usage experience.

• No conditions specified