Lead Network Support Engineer

We are searching for a driven and skilled **Lead Network Support Engineer** to join our dynamic team.

The selected individual will oversee providing high-level technical support, tackle complex network-related issues, and maintain optimal network performance and security. This role demands exceptional problem-solving abilities and a pronounced focus on customer satisfaction.

**Responsibilities**
- Ensure response and resolution times meet our Service Level Objectives (SLOs)
- Attain high customer satisfaction rates and maintain quality standards in at least 90% of cases
- Employ troubleshooting tools and methods to identify root causes of issues and provide assessments
- Log problem types and preventative measures for retrospective analysis
- File issue reports reactively, enhance documentation, and propose code-level resolutions for product bugs
- Support engineers in resolving complex bugs
- Oversee community forums and deliver customer-specific architectural design solutions when necessary
- Follow procedures for notifications, escalations, and communications about operational issues

**Requirements**:

- 5+ years of experience in support projects and/or working in a 24x7 environment
- 1+ years of relevant leadership experience
- Proficiency in Linux/Unix systems, understanding their constraints and functionalities
- Expertise in networking, with skills in TCP/IP troubleshooting, DNS, IP routing, and familiarity with packet capture/analysis tools such as tcpdump and wireshark
- Familiarity with Docker, web server technologies, and troubleshooting web technologies
- Proficiency in Kubernetes, container networking, Istio, and load balancers
- Understanding of APIs, system design, and web technologies including HTTP and Authentication
- Skills in effectively communicating complex technical content and advice
- Capability to collaborate as part of a global team
- Background in systems architecture and infrastructure
- Advanced English proficiency (B2+/C1)

**Nice to have**
- Competency in Unix command line
- Flexibility to use various web frameworks
- Background in customer service and customer experience

**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.