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Environments Support Engineer
hace 1 mes
We are looking for an **Environments Support Engineer** to join our dynamic team.
RESPONSIBILITIES
- Maintain response and resolution speed as per defined SLOs
- Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
- Use troubleshooting tools and techniques to determine root causes of queries and provide customer-facing assessments
- Document problem classes and preventative actions for retroactive analysis
- File issue reports to customer engineers, build documentation, document desired behavior or reproduction steps, and suggest code-level resolutions for complex bugs
- Perform community management tasks according to business needs
- Address cases involving customer-specific architectural design requirements, offering solutions for specific products or features
- Follow notification and escalation procedures
- Uphold standards for communication with the business on operational issues
**REQUIREMENTS**:
- 2+ years of experience in support projects and/or 24x7 environments
- Advanced English proficiency (B2+/C1)
- Competency in customer service and customer experience
- Skills in effective and clear communication
- Capability to communicate technical content in a structured manner
- Flexibility to interact effectively as part of a global team
- Advanced knowledge in networking, including TCP/IP troubleshooting, DNS, IP routing, VPN, Routing/BGP, load balancers, CDN
- Familiarity with packet capture/analysis tools like tcpdump/wireshark
- Intermediate background in Linux/Unix command line and understanding of system constraints
- Understanding of APIs, system design, HTTP, and authentication
- Basic proficiency 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
