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

We offer

- International projects with top brands
- Work with integral 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

EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.

📌 Support Specialist (Colombia)
🏢 EPAM Systems
📍 Colombia