Head of Environments Support

We are on the lookout for a seasoned Head of Environments Support to lead our talented support engineering team.
This role is crucial in overseeing the technical support operations, ensuring system robustness, and spearheading the resolution of complex customer issues. The ideal candidate will manage and enhance service delivery, uphold high customer satisfaction, and foster a proactive team environment.

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Responsibilities

• Manage the response, diagnosis, and resolution of customer support queries via phone, email, and chat
• Ensure adherence to service level objectives concerning response and resolution speeds
• Maintain and enhance customer satisfaction ratings by complying with quality standards in most cases
• Supervise the use of troubleshooting tools and techniques, providing advanced assessments to customers
• Establish a comprehensive documentation process for problem classifications and preventative strategies
• Facilitate communication with Customer engineers, building documentation, and outlining steps for issue reproduction
• Develop and implement code-level solutions for complex product bugs, and lead issue resolution efforts
• Oversee community engagement tasks according to business needs
• Customize solutions to cater to customer-specific requirements with a focus on product optimization
• Implement and maintain notification and escalation protocols, ensuring effective communication within the organization

Requirements

• 5+ years of experience in support projects and/or operating in a 24x7 environment
• At least 2 years of experience in roles such as Senior, Lead, Manager, or Owner
• Robust qualifications in customer service and experience management
• Exceptional skills in clear communication, including conveying technical content
• Demonstrated leadership capabilities and effectiveness in a global team
• Intermediate expertise in Linux/Unix systems, including system operation and behavior understanding
• Proficiency in observability software, Linux boot processes, and Linux networking systems
• Solid understanding of APIs, system design, and web technologies like HTTP and authentication
• Competency in networking fundamentals, particularly TCP/IP troubleshooting
• Basic familiarity with programming, web troubleshooting including servers, frameworks, DNS, and IP routing
• Knowledge of SQL and tools like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
• Advanced English proficiency (B2+/C1)

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

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.
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