Big Data Support Engineer

hace 2 semanas

Guadalajara, México Epam A tiempo completo

**EPAM Systems **is seeking a Cloud Platform / Big Data Support Specialist to provide enterprise-level support to customers of a major cloud service provider.As a cloud support specialist, you will work in a team of experienced support engineers to resolve customer's concerns and issues for using cloud platform and big data products.You would use your technical expertise and communication skills to understand customer's problem, provide technical assistance, then guide them to resolution.You would also participate in discussion with product engineers to share your insights on customer needs and issues to help product improvements.You will be fully exposed to the cutting edge technologies of a prominent cloud service provider, and play a key role in the growth of their cloud computing products.**Responsibilities**- Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root case, and resolve the issue to the satisfaction of customer.- Handle escalation from customer and lead to satisfactory resolution.- Co-work with engineers across technical and product domains to resolve complex cross-domain issues.- Hand-off or take-over cases to/from other geographical region to provide around-the-clock issue resolution for premium customers.- Follow communication guidelines and security policies when communicating with customer.- Categorize support requests for support and service analytics.- Produce support documents, perform knowledge sharing and training.- Keep technical skills up to date with latest cloud technologies.Working hours: ***** PDT, occasional weekend coverageDetailed job description is in the attached PDF file.Hybrid work mode: 3 days in the office, 2 days remotely**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, 30 days December bonus, 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- 12 vacations days plus 2 floating days- Official Mexican holidays, plus two extra holidays (December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more**Job Types**: Full-time, Permanent**Salary**: $60,****** - $80,****** per monthWork Location: One location

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