Lead 2nd Line / Environments Support Engineer

We are seeking a skilled and experienced Lead 2nd Line / Environments Support Engineer to join our team.
This role will focus on providing exceptional technical support by responding to and resolving customer queries, ensuring system stability, and collaborating with engineering teams to address complex product issues. The successful candidate will be responsible for maintaining high service levels while supporting a 24/7 operational environment.

#LI-DNI

Responsibilities

• Respond, diagnose, resolve, and track customer support queries and community support cases via phone, email, and chat
• Maintain response and resolution speed as defined by SLOs
• Achieve high customer satisfaction scores while adhering to quality standards in 90% of cases
• Utilize troubleshooting tools and techniques to determine root causes of issues and provide root cause assessments
• Document problem classes and preventative actions for retroactive analysis
• File issue reports, build documentation, document desired behavior and reproduce steps, and suggest code-level solutions for complex bugs
• Manage community tasks as required
• Address customer-specific architectural design requirements and provide solutions related to product features
• Adhere to notification and escalation procedures
• Maintain communication standards for operational issues with the business

Requirements

• 2+ years of experience in support projects and/or 24x7 environments
• 1+ years of relevant leadership experience
• Background in Customer Service and Customer Experience
• Skills in clear and effective communication
• Ability to communicate technical content in a structured manner
• Capability to interact effectively as part of a global team
• Expertise in Linux/Unix systems, constraints, and operations
• Background in networking, TCP/IP troubleshooting, DNS, IP routing
• Familiarity with Kubernetes, container networking, Istio, and load balancers
• Competency in packet capture and analysis tools such as tcpdump and Wireshark
• Understanding of APIs, system design, and web technologies including HTTP and authentication
• Knowledge of systems architecture and infrastructure
• Qualifications in web technologies troubleshooting, web servers & frameworks, and Docker
• Advanced level of English (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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