Overview

We are looking for a proactive and detail-oriented L2 Support Engineer with strong experience in supporting web applications. The ideal candidate is technically skilled in troubleshooting and debugging, comfortable working with monitoring tools and APIs, and able to independently manage support tickets end-to-end. This role requires strong communication skills, ownership, and a continuous improvement mindset, including openness to leveraging automation and AI in support workflows.

Responsibilities

  • Monitor and respond to system alerts using tools such as PagerDuty and Uptrends
  • Investigate, troubleshoot and resolve web application issues, including browser and API-related errors
  • Analyze logs, HTTP status codes and browser console outputs to identify root causes
  • Manage and resolve support tickets from initial analysis through resolution and follow-up communication
  • Perform API testing, validations and user permission updates using Postman
  • Collaborate with engineering and product teams to escalate and resolve complex issues
  • Maintain clear, timely and professional communication with users and stakeholders
  • Contribute to the continuous improvement of support processes, including automation and AI adoption

Requirements

  • 2+ years of experience in L2 technical support for web applications
  • Strong troubleshooting skills, including expertise in browser developer tools and HTTP status codes (4xx, 5xx)
  • Hands-on experience with monitoring and alerting tools (e.g., PagerDuty, Uptrends)
  • Proficiency in using Postman for API testing, queries and user management
  • Proven ability to manage support tickets end-to-end
  • Excellent written and verbal communication skills
  • Strong analytical thinking and problem-solving abilities
  • Proactive mindset with the ability to work independently and as part of a team
  • English proficiency at B2 level or higher

Nice to have

  • Exposure to test automation tools (Selenium with Java, Jenkins, GitHub, Sauce Labs)
  • Basic to intermediate knowledge of AI applied to support or testing workflows
  • Background in databases and querying tools (SQL, BigQuery) and Elasticsearch
  • Familiarity with product analytics tools such as Mixpanel

[GTS] Benefits (generic, except India)

  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn