Lead Network Support Engineer

We are searching for a driven and skilled Lead Network Support Engineer to join our dynamic team.
The selected individual will oversee providing high-level technical support, tackle complex network-related issues, and maintain optimal network performance and security. This role demands exceptional problem-solving abilities and a pronounced focus on customer satisfaction.

#LI-DNI

Responsibilities

• Address, diagnose, resolve, and document support queries via phone, email, or chat
• Ensure response and resolution times meet our Service Level Objectives (SLOs)
• Attain high customer satisfaction rates and maintain quality standards in at least 90% of cases
• Employ troubleshooting tools and methods to identify root causes of issues and provide assessments
• Log problem types and preventative measures for retrospective analysis
• File issue reports reactively, enhance documentation, and propose code-level resolutions for product bugs
• Support engineers in resolving complex bugs
• Oversee community forums and deliver customer-specific architectural design solutions when necessary
• Follow procedures for notifications, escalations, and communications about operational issues

Requirements

• 5+ years of experience in support projects and/or working in a 24x7 environment
• 1+ years of relevant leadership experience
• Proficiency in Linux/Unix systems, understanding their constraints and functionalities
• Expertise in networking, with skills in TCP/IP troubleshooting, DNS, IP routing, and familiarity with packet capture/analysis tools such as tcpdump and wireshark
• Familiarity with Docker, web server technologies, and troubleshooting web technologies
• Proficiency in Kubernetes, container networking, Istio, and load balancers
• Understanding of APIs, system design, and web technologies including HTTP and Authentication
• Skills in effectively communicating complex technical content and advice
• Capability to collaborate as part of a global team
• Background in systems architecture and infrastructure
• Advanced English proficiency (B2+/C1)

Nice to have

• Competency in Unix command line
• Flexibility to use various web frameworks
• Background in customer service and customer experience

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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