Lead 2nd Line

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

We are seeking a **Lead 2nd Line / Environments Support Engineer** to join our team. This role requires a technically skilled individual with a deep understanding of support projects and 24x7 environments. You will manage and resolve high-level technical issues, contribute to service improvement, and ensure high customer satisfaction within our technology-driven company.RESPONSIBILITIES- Maintain high customer satisfaction rates and conform to quality standards in most cases- Utilize troubleshooting tools and techniques to determine root causes of issues and deliver customer-facing assessments- Classify, document, and analyze queries to formulate preventative actions- File issue reports to Customer engineers to aid in bug resolution- Assist with community management tasks as required- Address customer-specific architectural design matters on supported products- Follow defined notification and escalation procedures- Uphold communication standards for operational issues with the business**REQUIREMENTS**:- 2+ years of experience in support projects and/or 24x7 environment operations- 1+ years of relevant leadership experience- Background in Customer Service and Customer Experience- Skills in clear and effective communication- Capability to deliver technical content and advice in an organized manner- Competency to effectively work and interact within a global team- Expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionality- Proficiency in Docker and Kubernetes- Qualifications in systems architecture and infrastructure- Analytical skills with proficiency in reading and breaking down issues and code- Knowledge of web technologies including HTTP and Authentication- Understanding of networking concepts such as TCP/IP troubleshooting, DNS, and IP routing- Familiarity with programming concepts including coding and system design/scaling- Showcase of troubleshooting skills in web technologies, including HTML/CSS/JS and webservers & frameworks- Advanced English proficiency (B2+/C1)NICE TO HAVE- Additional certifications in Linux/Unix, Docker, or Kubernetes- Experience training or mentoring junior support engineersWE 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

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