Cloud Platform / Big Data Support Specialist

We are seeking a skilled Cloud Platform / Big Data Support Specialist to join EPAM Systems.
In this role, you will provide high-level support to customers of a leading cloud service provider, troubleshooting and resolving issues related to cloud platform and big data products. As a valued member of our support team, you will collaborate closely with product engineers and utilize cutting-edge technology to enhance customer satisfaction and product functionality.

#LI-DNI

Responsibilities

• Provide technical assistance and support through e-mail, chat, and phone within a global 24x7-support organization
• Handle initial troubleshooting, provide updates, identify root cause, and ensure issue resolution to customer satisfaction
• Manage escalations from customers and lead to resolutions
• Collaborate with engineers across various technical and product domains to resolve complex cross-domain issues
• Consult with senior engineers and subject matter experts to expedite problem resolution
• Facilitate hand-offs or take-overs of cases across different geographical regions to ensure continuous issue resolution for premium customers
• Adhere to communication guidelines and security policies during customer interactions
• Categorize support requests for improved support and service analytics
• Create support documentation, and engage in knowledge sharing and training sessions
• Maintain up-to-date technical skills with the latest cloud technologies

Requirements

• 2+ years of proficiency in networking, including TCP/IP, routing, firewalls, and troubleshooting tools
• Strong background in Linux/Unix, specifically with usage of lsof & Netstat for open ports and running processes
• Competency in SQL and Python at a basic level
• Attention to detail, fast-learning ability, and excellent communication skills
• Willingness to cover weekend shifts
• Fluent English communication skills at a C1 level

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.