We are seeking a dedicated Infrastructure DevOps Engineer to join our dynamic team, focusing on delivering exceptional support and solutions for our infrastructure environments.

The ideal candidate will be responsible for maintaining high standards in response, diagnosis, resolution, and tracking customer support queries while actively participating in community management and providing technical advice tailored to customer-specific needs.

Responsibilities

• Respond to customer support queries via phone, email, and chat, ensuring swift resolution as per Service Level Objectives (SLOs)
• Maintain high customer satisfaction scores and adhere to quality standards in 90% of cases
• Utilize troubleshooting tools and techniques to determine root causes and provide assessments directly to customers
• Document problem classes and preventative actions for further analysis
• Collaborate with customer engineers to file issue reports, build documentation, and suggest code-level resolutions for complex product bugs
• Manage community-related tasks as required by the business needs
• Provide architectural solutions for customer-specific requirements limited to particular product features
• Adhere to notification and escalation procedures established by the organization
• Maintain communication standards with the business on operational issues

Requirements

• 2+ years of experience in support projects and/or working in 24x7 environments
• Background in Customer Service and Customer Experience
• Skills in clear and effective communication
• Capability to communicate technical content in a structured manner and interact effectively as part of a global team
• Intermediate knowledge in Linux/Unix, including troubleshooting, command line use, system constraints, logging, monitoring, and networking
• Proficiency in networking with an understanding of TCP/IP troubleshooting
• Familiarity with APIs, system design, HTTP, and authentication methods
• Competency in observability and telemetry and a basic understanding of the Linux boot process
• Basic knowledge of programming, web technologies, web servers, frameworks, DNS, IP routing
• Understanding of statistics and SQL
• Experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, Dynatrace
• Advanced level of English proficiency (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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