Head of Environments Support

Role Summary

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.

Responsibilities - Lead the response, diagnosis, and resolution of customer support queries across multiple channels including phone, email, and chat

• Uphold service level objectives regarding response and resolution speeds
• Maintain and improve customer satisfaction ratings, complying with quality standards in the majority of cases
• Oversee the use of troubleshooting tools and techniques and provide advanced assessments to customers
• Develop a comprehensive documentation process for problem classifications and preventative strategies
• Direct communications with Customer engineers, establishing documentation and reproduction steps for issues
• Propose and implement code-level solutions for intricate product bugs and guide issue resolution
• Manage community involvement tasks as per business needs
• Tailor solutions to meet customer-specific requirements focusing on product optimization
• Enforce notification and escalation protocols, ensuring efficient communication flows within the organization

Requirements - 5+ years of experience in support projects and/or working in a 24x7 operational environment

• 2+ years in roles such as Senior, Lead, Manager, or Owner
• Robust background in customer service and experience management
• Exceptional communication skills with adeptness at conveying technical content
• Demonstrated leadership capabilities and effectiveness in a global team setting
• Intermediate expertise in Linux/Unix systems, including troubleshooting, command operations, and system behavior understanding
• Proficiency in observability and telemetry, Linux boot process, and Linux networking systems
• Well-versed in APIs, system design, and web technologies including HTTP and authentication
• Skills in networking fundamentals, especially TCP/IP troubleshooting
• Basic understanding of programming, web troubleshooting including servers and frameworks, DNS, and IP routing
• Knowledgeable in SQL and familiar with industry tools such as 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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