EPAM Systems is seeking a Lead Technical Support Engineer to oversee technical support operations, troubleshoot complex issues, and mentor a team in delivering exceptional client support for software solutions. This remote role offers the opportunity to lead innovative support strategies in a dynamic IT environment.

Join EPAM Systems, a leading global provider of digital platform engineering and software development services, as a Lead Technical Support Engineer. In this pivotal role, you will lead a team of support engineers in providing top-tier technical assistance to clients worldwide, ensuring high availability and optimal performance of deployed software solutions.

Your responsibilities will include overseeing the resolution of escalated technical issues, developing support documentation and procedures, and implementing proactive monitoring to prevent downtime. You will collaborate closely with development, QA, and product teams to bridge the gap between client needs and technical delivery, fostering a culture of continuous improvement.

As a leader, you will mentor junior team members, conduct performance reviews, and drive initiatives to enhance support efficiency through automation and best practices. This position requires a deep understanding of modern IT infrastructures, agility in problem-solving, and a passion for customer success.

EPAM values innovation and diversity, offering a supportive environment where your expertise can make a significant impact on client projects across various industries.

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role
• Proficiency in diagnosing and resolving issues across multiple platforms, including cloud services (AWS, Azure) and enterprise software
• Strong knowledge of networking, databases (SQL/NoSQL), and programming languages (Python, Java)
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Experience with ticketing systems (Jira, Zendesk) and monitoring tools
• Ability to work independently in a remote setting and collaborate with global teams
• Certifications such as ITIL or CompTIA are a plus

• Competitive monthly salary with performance-based bonuses
• Comprehensive health insurance coverage, including dental and vision
• Remote work flexibility with home office setup allowance
• Professional development opportunities, including training and certifications
• Paid time off, including vacation, sick leave, and parental leave
• Access to EPAM University for ongoing learning and career growth
• Collaborative and inclusive company culture with team-building events
• Retirement savings plan with company matching