Overview

We are seeking a highly skilled Middle Environment Support Engineer (L2) to manage complex incident investigations, ensure effective communication with stakeholders and drive process improvements while providing technical expertise across various platforms and technologies.

Responsibilities

  • Lead investigation activities, meetings and conference calls with clients and support teams
  • Act as a single point of contact for reported incidents until resolution
  • Communicate and coordinate with clients and stakeholders throughout the incident lifecycle
  • Provide regular status updates on incident progress to involved parties
  • Manage stakeholder engagement to gain support from respective teams or experts in resolving incidents
  • Develop Root Cause Analysis (RCA) reports in line with contractual SLAs
  • Conduct retrospective reviews with clients and stakeholders post-incident resolution
  • Maintain documentation including reports, contact information and technical diagrams
  • Define procedures and policies for technical support team operations
  • Compile and deliver periodic metrics reports for major incidents

Requirements

  • 2+ years of professional experience in incident response, technical troubleshooting and environment support
  • Expertise in troubleshooting on Windows and Linux environments with familiarity in server platforms, scripting, monitoring and application support tasks
  • Knowledge of networking concepts, including application routing, configuration, load balancing, protocols (HTTP, TLS/SSL) and architectural topology (web, app, database servers)
  • Background in databases such as Oracle, MySQL, PostgreSQL or MS SQL with general troubleshooting and tuning capabilities (e.g., indexes, procedures, transactions)
  • Proficiency in observability and monitoring tools like Grafana and Dynatrace
  • Familiarity with managing applications in cloud environments, with GCP insight being a significant advantage
  • ITIL certification
  • Competency in analytical problem-solving, under-pressure performance and KPI monitoring and reporting
  • Strong customer-centered communication skills and ability to work with clients at all organizational levels

Nice to have

  • Familiarity with CI/CD pipelines using Jenkins or similar tools
  • Understanding of database operations and Linux administration tasks
  • Skills in GCP Operations for enhanced cloud management

Georgia (Production)

We connect like-minded people

  • Delivering innovative solutions to industry leaders, making a global impact 
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home 
  • Opportunity to work abroad for up to two months per year 
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events   

We invest in your growth

  • Leadership development, career advising, soft skills and well-being programs 
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning and Udemy
  • Free English classes with certified teachers 

We cover it all

  • Participation in the Employee Stock Purchase Plan 
  • Monetary bonuses for engaging in the referral program 
  • Comprehensive medical & family care package   
  • Five trust days per year (sick leave without a medical certificate)   
  • Benefits package (sports activities, a variety of stores and services)

[epamgdo] Georgia (Remote)

Experience the freedom of remote work from anywhere in Georgia, whether from the comfort of your home, our modern offices in Tbilisi and Batumi or a coworking space in Kutaisi.

[epamgdo] Georgia (About EPAM)

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.