We are seeking a Senior Environments Support Engineer to complement our dynamic team.

The chosen applicant will deliver exemplary customer service and technical assistance by proficiently handling customer inquiries and achieving high satisfaction ratings. This role entails addressing complex product issues through troubleshooting, community management, and cooperation with customer engineers.

Responsibilities

• Address, diagnose, address and keep track of customer support inquiries and forum threads through phone, email, and chat
• Uphold the response and resolution times as defined in the Service Level Objectives
• Attain high customer satisfaction ratings and meet quality standards in 90% of cases
• Utilize troubleshooting tools and strategies to identify the root causes of inquiries and offer assessments to customers
• Record types of problems and preventive measures for retrospective analysis
• Compile reports on issues for customer engineers, form documentation, outline desired behavior or duplication steps, and propose code-level solutions for intricate bugs
• Execute community management tasks as needed by the business
• Manage cases that include customer-specific architectural design needs, offering solutions for designated products or features
• Adhere to notification and escalation procedures
• Maintain communication standards with the business regarding operational issues

Requirements

• 3+ years of engagement in support projects and/or 24x7 environments
• Advanced proficiency in English (B2+/C1)
• Competency in customer service and customer experience
• Expertise in clear and effective communication
• Capability to present technical content systematically
• Flexibility to cooperate effectively within a global team
• Proficiency in advanced networking, including TCP/IP troubleshooting, DNS, IP routing, VPN, Routing/BGP, load balancers, CDN
• Familiarity with packet capture/analysis tools like tcpdump/wireshark
• Background in intermediate level Linux/Unix command line and familiarity with system constraints
• Understanding of APIs, system design, HTTP, and authentication protocols
• Basic qualifications in web technologies, troubleshooting, web servers, and frameworks

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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