Infrastructure Support Engineer

We are seeking an experienced Infrastructure Support Engineer to join our dynamic team.
In this role, you will provide top-notch support for complex technical issues related to our GKE and Anthos infrastructure environments. You will be responsible for ensuring high customer satisfaction and adhering to service level objectives (SLOs).

#LI-DNI

Responsibilities

• Respond, diagnose, resolve, and track customer support queries and community support cases via phone, email, and chat
• Maintain response and resolution speed as per SLOs
• Achieve high customer satisfaction scores while adhering to quality standards in 90% of cases
• Utilize existing troubleshooting tools and techniques to identify root causes of queries
• Document classification of queries and preventative actions for further analysis
• File issue reports to Customer engineers and assist in driving bugs to resolution
• Handle customer-specific architectural design requirements by providing product-based solutions
• Manage community tasks as required by the business
• Follow notification and escalation procedures
• Adhere to communication standards involving operational issues

Requirements

• 2+ years of experience in support projects or a 24x7 environment
• Competency in Customer Service and Customer Experience
• Skills in effective and clear communication
• Ability to communicate technical content in a structured manner and interact effectively as part of a global team
• Proficiency in Linux/Unix, Docker, and Kubernetes
• Understanding of Systems architecture and infrastructure
• Analytical skills with the ability to break down issues and code
• Knowledge of Web Technologies including HTTP and Authentication
• Familiarity with Networking including TCP/IP troubleshooting, DNS, and IP routing
• Basic familiarity with Programming, Coding, System design/scaling, Web technologies troubleshooting including HTML/CSS/JS, and Web servers & frameworks
• Advanced English language 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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