We are seeking a committed Senior Support Engineer to enhance our team by providing exceptional technical support for GKE and Anthos infrastructure.

The selected candidate will ensure high customer satisfaction and respond promptly to inquiries with a comprehensive understanding of GKE and Anthos technologies.

Responsibilities

• Address, diagnose, resolve and track support issues through email, phone, and chat
• Meet response and resolution times as outlined in service level objectives
• Maintain high customer satisfaction ratings and adhere to quality standards
• Utilize troubleshooting tools and methods to identify causes of issues and communicate findings to customers
• Organize problems internally, document preventive measures, and improve subsequent analysis
• Generate issue reports, document procedures, recommend code-level adjustments, and cooperate with engineers to address complex bugs
• Oversee community forums when needed
• Tailor solutions to meet the specific architectural requirements of customers relative to certain products or features
• Follow established notification and escalation processes
• Keep business stakeholders informed on operational issues

Requirements

• 3+ years of experience in support projects or 24x7 operational environments
• Expertise in customer service and creating exceptional customer experiences
• Proficiency in conveying technical information clearly and effectively
• Competency in presenting technical content in an organized manner
• Capability to work collaboratively within a global team
• Advanced understanding of Linux/Unix environments, including troubleshooting, command line usage, and system constraints
• Qualifications in Docker and Kubernetes
• Background in systems architecture and infrastructure
• The analytical capability to break down complex issues and interpret code
• Intermediate understanding of Web Technologies, including HTTP, Authentication networking, TCP/IP troubleshooting, DNS and IP routing
• Beginner level in programming and system design/scaling
• Familiarity with troubleshooting web technologies including HTML, CSS, JavaScript and frameworks
• Advanced fluency in English (B2+/C1 level)

Nice to have

• Networking, Programming Technologies, Web Services skills

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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