Support Infrastructure Engineer

**Responsibilities**- 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 moreEPAM 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.