We are looking for an experienced and dedicated chief 2nd line / environments support engineer.
responsibilities
* maintain response and resolution speed as defined by slos
* achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
* employ troubleshooting tools and techniques to determine causes of queries and provide assessments for customers
* document classifications of queries and preventative actions for further analysis
* file issue reports to customer engineers, build documentation, and suggest code-level resolutions for complex product bugs
* manage community tasks as needed
* handle cases with customer‐specific requirements on architectural design and solutions pertaining to specific product features
* adhere to notification and escalation procedures
* uphold standards for business communications involving operational issues
requirements
* 3+ years of relevant work experience in support environments or similar fields
* 2+ years of proven leadership experience in managing support engineering teams
* qualifications in customer service and customer experience
* proven capability to communicate technical content/advice in a structured manner
* skills in effective global team interaction and communication
* expertise in linux/unix system management, constraints, and operations
* comprehensive knowledge in networking, tcp/ip troubleshooting, dns, ip routing
* proficiency in kubernetes, container networking, istio, and load balancers
* familiarity with packet capture/analysis tools like tcpdump and wireshark
* intermediate background in linux/unix command line, apis/system design, and web technologies http and authentication
* understanding of systems architecture and infrastructure
* basic competency in web technologies troubleshooting, web servers & frameworks, and docker
* advanced proficiency in english (b2+/c1)
nice to have
* experience in a leadership role within a technical support team
* history of implementing process improvements in support environments
* qualifications in advanced customer engagement and problem-solving
benefits
* 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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