Lead L2 Application Support Engineer

We are looking for a highly skilled and experienced Lead L2 Application Support Engineer to join and lead our team.
The successful candidate must have deep knowledge of application and infrastructure support, with a strong focus on log analysis using Azure Application Insights and Log Analytics workspace as part of Azure Monitor. The role requires a comprehensive understanding of Azure cloud technologies and the ability to troubleshoot issues in real-time. The successful candidate will take on leadership responsibilities, guiding and mentoring a team of support engineers, ensuring the smooth operation of all technical support activities, and ensuring best practices in application monitoring, incident resolution, and support processes.

#LI-DNI#EasyApply

Responsibilities

• Serve as the primary point of contact for clients and team members, escalating support issues and ensuring timely resolution
• Lead and mentor the support team, providing technical guidance and overseeing daily operations
• Review and optimize support processes for efficiency and continuous improvement
• Manage shift schedules and ensure 24/7 support coverage, particularly for morning shifts and weekends
• Collaborate with engineering and product teams to ensure smooth transitions from development to production
• Monitor applications, identify incidents, and lead troubleshooting efforts to resolve issues efficiently
• Engage with customers directly to troubleshoot and resolve issues in real-time
• Develop expertise in Azure technologies, including AppInsights and Log Analytics, and create/modify queries for enhanced monitoring
• Adhere to ITSM practices and manage support tickets using ServiceNow
• Document root cause analysis (RCA) and contribute to the knowledge base for continuous learning

Requirements

• Proven experience leading and mentoring technical teams, fostering a high-performance environment
• Strong skills in managing multiple priorities and delivering results aligned with business goals
• Solid background as an L2 Application Support Engineer, with expertise in managing complex incidents and troubleshooting
• In-depth knowledge of web applications, Azure Application Insights, Log Analytics, and Azure cloud technologies, including KQL queries
• Strong troubleshooting skills for both web and mobile applications (iOS/Android)
• Experience with SQL and MongoDB query writing
• Familiarity with ITSM practices, including Incident, Problem Management, and Change Enablement
• Excellent communication, customer service, and multitasking abilities

Nice to have

• Experience with ServiceNow or similar ticketing systems

We offer

• We gather like-minded people:
  • Engineering community of industry professionals
  • Friendly team and enjoyable working environment
  • Flexible schedule and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Relocation within our 50+ offices
• We provide growth opportunities:
  • Outstanding career roadmap
  • Leadership development, career advising, soft skills, and well-being programs
  • Certification (GCP, Azure, AWS)
  • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
  • Language classes in English and Polish for foreigners
• We cover it all:
  • Stable income (Employment Contract or B2B)
  • Participation in the Employee Stock Purchase Plan
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
  • Referral bonuses
  • Corporate, social and well-being events
• Please, note:
  • The set of bonuses might vary based on the role you apply for - specifics will be discussed with our recruiter during the general interview
  • We will reach out to selected candidates exclusively

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.