Lead Environments Support Engineer

Role Summary

We are seeking a motivated and experienced Lead Environments Support Engineer to join our dynamic team.

In this role, you are tasked with handling complex support queries, ensuring high customer satisfaction, and contributing to our system's robustness by collaborating with our engineering teams.

#LI-DNI#REF_MX_TGA

Responsibilities - Handle customer support queries through phone, email, and chat

• Maintain response and resolution speeds as per Service Level Objectives
• Achieve high customer satisfaction scores by adhering to quality standards
• Establish root cause for queries using troubleshooting tools and techniques
• Document classes of problems and preventative actions after internal classification
• Collaborate with Customer Engineers to address complex product bugs
• Assist in community management tasks as required
• Handle cases with customer-specific architectural design requirements
• Follow defined notification and escalation procedures
• Maintain communication standards with business on operational issues

Requirements - 5+ years of experience in support projects and/or 24x7 environments

• Robust customer service experience
• 1+ years of relevant leadership experience
• Advanced knowledge of Linux/Unix systems, troubleshooting, command line, and system constraints
• Proficiency in Docker and Kubernetes
• Background in systems architecture and infrastructure
• Competency in analytical skills and code breakdown
• Intermediate understanding of web technologies, including HTTP and Authentication
• Knowledge of TCP/IP troubleshooting, DNS, and IP routing
• Basic familiarity with programming, coding, system design/scaling, and web technologies troubleshooting, including HTML/CSS/JS Servers and frameworks
• Ability to effectively collaborate as part of a global team
• Ability to communicate technical content in a structured manner
• Clear and effective communication skills
• Advanced English proficiency (B2+/C1)

Nice to have - Certifications in Linux/Unix administration

• Experience with cloud platforms like AWS, Azure, or GCP
• Participation in professional forums or technical communities
• Skills in additional scripting languages such as Python or Bash

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.

By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.