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EPAM
Archived>1 month

Support Specialist

EPAMArgentina; Colombia; Mexico
Work model
Remote
Experience
2-5 years
Employment
Not specified
Compensation
Not disclosed
Technology signal
4 tags

Technology context

4

Parsed from the vacancy text; ordered by relevance to this role.

Func TestFunctional TestingPIM/DAMSupport.Users

Full listing

Role description

We are looking for a Support Specialist with deep hands-on expertise to join our team. The Specialist will combine deep product expertise with hands-on technical troubleshooting to ensure product stability and a seamless user experience.

Responsibilities

  • esponses and effective technical fixes
  • Field incoming technical questions, walk users through intricate processes, and resolve operational hiccups within agreed timeframes
  • Review user-submitted reports, replicate reported bugs, evaluate their severity and impact, and log well-organized tickets for the development team
  • Conduct preliminary quality checks and confirm that bug fixes work correctly before updates reach end-users
  • Act as a communication bridge between support, QA, and development groups to maintain clarity around product condition and defect status
  • Track recurring support themes and flag patterns that may point to larger underlying product issues
  • Maintain and update internal knowledge base articles and troubleshooting guides to streamline future issue resolution
  • Assist in onboarding new users or clients by walking them through product setup and initial functionality
  • Escalate unresolved or high-priority cases to appropriate internal teams while keeping stakeholders informed of progress
  • Provide feedback to product teams based on recurring user pain points to help shape future improvements

Requirements

  • Two or more years of practical experience in L1/L2 technical support, application support, or hands-on manual quality assurance
  • Solid skills in reproducing bugs, assessing their priority, and documenting findings in a clear, structured manner
  • Strong ability to communicate with end-users combined with a natural inclination toward diagnosing and solving problems
  • Adequate English communication skills at B2 level or higher, enabling clear understanding of business needs and translating them into workable technical solutions

Nice to have

  • Familiarity with PIM/DAM systems, which are used for organizing, managing, and distributing product information and digital assets across various platforms