Lead Environments Support Engineer

We are seeking a highly skilled and motivated Lead Environments Support Engineer to join our dynamic support team. The ideal candidate will provide industry expertise to maintain high levels of customer satisfaction, solve complex technical issues, and drive continuous improvement of support processes.

#LI-DNI

Responsibilities

• Respond to, diagnose, resolve, and track support queries through phone, email, and chat
• Maintain required response and resolution speeds as per Service Level Objectives
• Uphold customer satisfaction and quality standards in most cases
• Utilize troubleshooting tools and techniques to identify the root cause of queries and provide a customer facing root cause assessment
• Document types of problems, preventative actions, and retrospective analysis
• File issue reports, build documentation, suggest code-level resolutions, and collaborate with engineers to address complex product bugs
• Manage community tasks based on business need
• Address customer-specific requirements on architectural design limited to specific products or features
• Adhere to notification and escalation procedures
• Maintain communication standards for operational issues

Requirements

• 2+ years of experience in support projects and/or 24x7 environments
• 1+ years of relevant leadership experience
• Robust customer service experience
• Capability to communicate technical content advice clearly and structured
• Competency in being part of and interacting with a global team
• Advanced knowledge in data, databases, and data analysis techniques
• Proficiency in at least one programming language: Python, Java, or SQL
• Hands-on experience with any databases
• Familiarity with troubleshooting
• Intermediate knowledge in Linux/Unix, APIs/System Design, and Web Technologies Including HTTP and Authentication
• Basic knowledge and understanding of programming, Linux/Unix command line, system constraints, web technologies including HTTP/CSS/JS, web servers & frameworks, and networking (TCP/IP troubleshooting, DNS, IP routing)
• Proficiency in English at a B2+/C1 level

Nice to have

• Experience in community management
• Expertise in enhancing customer experience through innovative solutions
• Background in API integration and management

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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