Environments Support Engineer

We are seeking a dedicated and skilled Environments Support Engineer to join our dynamic team.
In this role, you will be responsible for maintaining the integrity and performance of our operating environments, ensuring high levels of customer satisfaction, and proactively preventing potential system issues.

#LI-DNI

Responsibilities

• Response, diagnosis, resolution, and tracking of customer support queries by phone, email, and chat
• Maintain response and resolution times as defined by SLOs
• Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
• Utilize troubleshooting tools and techniques to identify root causes of queries and provide assessments
• Document classification queries, logging classes of problems and suggested preventative actions
• File issue reports reactively to Customer Engineers and suggest code-level resolutions for product bugs
• Perform community management tasks as required
• Handle cases involving customer-specific requirements on architectural design
• Ensure compliance with notification and escalation procedures
• Maintain communication standards with the business on operational issues

Requirements

• 2+ years of working experience in support projects and/or 24x7 environments
• Advanced English proficiency (B2+/C1)
• Background in Customer Service and Customer Experience
• Skills in effective, clear communication and technical content delivery
• Proficiency in collaborating and interacting within a Global team
• Expertise in Programming including system design and scaling
• Knowledge of Linux/Unix system constraints and operations
• Familiarity with Web Technologies including HTTP and Authentication
• Understanding of Networking, Python, or Java
• Competency in analytical skills, able to deconstruct issues and code
• Capability to utilize Programming for testing and understand data databases and analysis techniques
• Flexibility to use APIs, Web Technologies, and Networking including TCP/IP, DNS, and IP routing troubleshooting
• Basic qualifications in Programming concepts including algorithms, data structures, and command line operations

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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