Lead Application Support Engineer

We need a candidate with strong AWS cloud experience who is prepared to lead a team of three support engineers.

The person will investigate issues using AWS CloudWatch Logs, MongoDB, and DynamoDB; create runbooks based on investigation findings; reprocess data through Azure DevOps pipelines; and collaborate closely with the development team. They will also track SLA compliance, support teammates with complex tasks, and be willing to learn the project-specific business logic. We are looking for someone committed to staying with the team long term.

We are seeking a dedicated Application Support Engineer and Team Lead to take ownership of the Data Platform. In this Level 3 support role, the successful candidate will be responsible for maintaining the health and optimal performance of the platform’s core components. They will serve as a key technical resource, collaborating with the Product Owner and development teams to investigate and resolve complex issues while ensuring the reliability and quality of our travel data services.

The candidate will also lead a team of three people, monitor and track SLAs, coordinate support activities, and provide hands-on assistance when teammates encounter complicated technical issues. A willingness to develop a thorough understanding of the platform’s project-specific and business logic is essential.

Working hours: United States time zone - 9:00 AM - 5:00 PM (Atlanta)

Responsibilities

• Advanced Troubleshooting (L3 Support): Serve as the primary escalation point for investigating and resolving complex issues related to business logic, data quality, configuration, and software defects within the Travel Data Platform
• Proactive Monitoring & Maintenance: Continuously monitor the performance, reliability, and health of applications and services hosted in our AWS environment, utilizing tools like CloudWatch to ensure optimal operation
• Incident & Request Management: Manage, prioritize, and resolve incidents and service requests in a timely manner, maintaining clear communication with the Product Owner and development teams
• Technical Collaboration: Partner with development and infrastructure teams to perform root cause analysis and implement lasting solutions for application issues
• Documentation: Create and maintain essential technical documentation, including runbooks, architectural diagrams, and support guides to streamline processes

Requirements

• Proven experience working autonomously and communicating directly with clients and stakeholders
• Strong, hands-on knowledge of the AWS ecosystem for advanced troubleshooting, including S3, DynamoDB, API Gateway, Lambda, Elasticsearch, SQS, Kinesis, CloudWatch, and AWS Config
• Solid experience with REST APIs, NoSQL databases (such as MongoDB and DynamoDB), and relational databases (Postgres)
• Proficiency with logging and monitoring tools
• Ability to interpret technical and data flow diagrams to understand application architecture
• Good understanding of the Software Development Life Cycle (SDLC) and a commitment to process improvement

Nice to have

• Previous experience in a production support role
• Experience or familiarity with the travel industry domain
• Basic coding analysis skills, particularly with .NET
• Experience with Azure DevOps pipelines
• A strong passion for automation and an "automate everything" mindset

We offer

With us you can:

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
• Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
• Participate in volunteer, charity programs and communities (both technical and interest-based)

We focus on your professional growth:

• You can plan your individual career path together with your manager
• Receive regular feedback from colleagues
• Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
• Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
• Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
• Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
• Study at EPAM Solution Architecture School with the instructors who are practicing architects
• Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
• Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)

What we offer:

• Vacation and sick leave (including a sick leave without a medical certificate)
• A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
• Medical insurance for family members at corporate rates
• Company support during significant life events (childbirth or adoption, marriage, etc.)
• Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
• E-kids program - a free programming language training program for EPAMers' children

Kindly note that this role supports remote work, but only from within Ukraine.

Kindly be advised that the set of benefits, including learning, certification, and other opportunities, may vary depending on the role you apply for. Our recruiter will be able to share more details about the specific opportunity during your general interview.

EPAM strives to provide its global team of over 62,350 professionals in more than 55 countries with opportunities for professional growth from day one of collaboration. Our colleagues are the source of EPAM's success, so we value cooperation, strive to always understand our clients' business and aim for the highest quality standards. No matter where you are, you will join a dedicated, diverse community that will help you realize your potential to the fullest.

Remote in Ukraine