We are looking for a skilled and customer-focused Support Infrastructure Engineer to join our technical support team. You will troubleshoot complex issues, interact with customers through various channels, and contribute to internal documentation and engineering feedback. The ideal candidate has hands-on experience in Linux systems, containerization, and support environments, with at least 2 years of relevant work experience.

Responsibilities

• Respond to and resolve customer support queries via phone, email, and chat
• Maintain high response and resolution speed
• Ensure high customer satisfaction and follow quality standards in 90%+ of cases
• Use troubleshooting tools to determine root cause and provide assessments
• Classify issues for retroactive analysis and documentation of problem classes
• File and escalate issue reports to Customer Engineers and contribute to engineering feedback
• Provide documentation and reproduce steps for complex bugs
• Contribute to community forums and manage community support cases
• Handle customer-specific infrastructure and architectural design queries
• Follow escalation and communication procedures for operational issues

Requirements

• 2+ years of experience working in support projects and/or 24x7 environments
• English level B2+ or higher
• Proven experience in customer service and customer experience roles
• Strong communication skills with the ability to clearly explain technical content
• Comfortable working in a distributed, global team environment
• Deep understanding of Linux/Unix systems, including system behavior and constraints
• Proficient in using the Linux/Unix command line and resolving system-level issues
• Practical experience with Docker and containerized environments
• Solid grasp of Kubernetes and orchestration principles
• Background in systems architecture and infrastructure design
• Strong analytical and problem-solving skills with the ability to dissect issues and read code
• Working knowledge of HTTP protocols and authentication mechanisms
• Familiarity with core networking concepts including TCP/IP, DNS, and IP routing
• Foundational programming knowledge and basic coding proficiency
• Understanding of system design principles and scalability challenges
• Exposure to frontend technologies like HTML, CSS, and JavaScript
• General troubleshooting experience with web technologies, 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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