Senior Network Support Engineer

**DESCRIPTION**:
Join the Cutting Edge of Cloud Technology:
Are you ready to be a part of the dynamic realm of cloud computing? At EPAM Systems, we're seeking a Senior Network Support Engineer with a passion for solving complex challenges in the world of cloud platforms and big data products. Collaborate with a team of seasoned professionals, provide top-tier technical support, and become a key player in shaping the future of cloud computing.

Position Overview:
As a Senior Network Support Engineer, you'll step into the heart of cloud technology and play a pivotal role in customer success. Join a global 24x7 support organization, where you'll engage with clients across the globe to address inquiries, troubleshoot issues, and provide comprehensive solutions. Your expertise will be the bridge between customer concerns and technical resolutions, contributing to the continuous improvement of our cloud products.

RESPONSIBILITIES
- Swiftly respond to customer inquiries, troubleshoot, diagnose root causes, and ensure satisfying resolutions
- Lead escalations to ensure customer satisfaction and timely issue resolution
- Collaborate with engineers from different technical domains to tackle intricate cross-domain challenges
- Seamlessly manage case hand-offs across geographical regions to provide round-the-clock premium customer support
- Adhere to communication guidelines and security protocols during interactions
- Categorize support requests for comprehensive analytics
- Generate support documentation, facilitate knowledge sharing, and deliver training
- Stay at the forefront of cloud technology by continuously updating your technical skills

**REQUIREMENTS**:

- Expertise in networking principles (TCP/IP, routing, firewalls) and related troubleshooting tools
- Proficiency in Linux/Unix, including using tools like lsof and Netstat for process and port analysis
- Unwavering attention to detail, fast learning abilities, and exceptional communication skills
- Basic understanding of SQL or other programming languages
- Familiarity with Python or other programming languages at a basic level
- Fluent English proficiency in both verbal and written communication
- Availability to cover one weekend day as required
- Embrace hybrid work mode, with 2 days in the office and 3 days working 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, 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
- Monthly non-taxable amount for the electricity and internet bills

CONDITIONS