Overview

We are on the lookout for a seasoned Senior L2 Support Engineer who has built a solid track record in maintaining and supporting web applications. The successful professional will demonstrate advanced debugging capabilities, hands-on familiarity with observability platforms and APIs, plus the autonomy to drive support cases from intake to closure. Strong stakeholder communication, a sense of accountability and enthusiasm for evolving workflows through automation and AI are key to thriving in this position.

Responsibilities

  • Track system notifications and react accordingly through platforms like PagerDuty and Uptrends
  • Diagnose and remediate web application defects, covering browser-side and API-related failures
  • Examine log files, HTTP response codes and browser console data to pinpoint underlying causes
  • Own the full lifecycle of support cases, from triage through resolution and customer follow-up
  • Execute API checks, validations and permission adjustments through Postman
  • Partner with engineering and product groups to escalate and address intricate technical matters
  • Sustain transparent, prompt and professional dialogue with end users and stakeholders
  • Lead initiatives that enhance support operations, embracing automation and AI integration
  • Coach junior team members and promote knowledge sharing across the support function

Requirements

  • 3+ years of hands-on work in L2 technical support within web application environments
  • Deep troubleshooting capability, covering browser developer tools and HTTP status codes (4xx, 5xx)
  • Practical exposure to observability and alerting platforms (e.g., PagerDuty, Uptrends)
  • Solid command of Postman for API verification, query execution and user administration
  • Demonstrated success in owning support tickets through their entire lifecycle
  • Outstanding writing and speaking abilities in professional settings
  • Sharp analytical reasoning combined with effective problem-solving capacity
  • Self-driven attitude paired with the ability to thrive both solo and within team environments
  • English proficiency at B2 level or higher

Nice to have

  • Hands-on with test automation stacks (Selenium with Java, Jenkins, GitHub, Sauce Labs)
  • Foundational to mid-level understanding of AI use cases within support or QA processes
  • Working knowledge of database technologies and query languages (SQL, BigQuery) alongside Elasticsearch
  • Comfort working with product analytics platforms 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