Chief Environments Support Engineer

We are seeking an experienced **Chief Environments Support Engineer** to oversee and enhance our support engineering operations. This role involves leading an expert team dedicated to maintaining exceptional standards of customer satisfaction and operational efficiency at all levels.RESPONSIBILITIES- Establish policies to ensure adherence to Service Level Objectives (SLOs) concerning response and resolution times- Uphold excellence by maintaining high customer satisfaction ratings and following stringent quality standards in 90% of cases- Guide the use of advanced troubleshooting tools and techniques to analyze root causes and provide comprehensive assessments to customers- Oversee documentation relating to problem classifications, preventative actions, and further analysis techniques- Direct the preparation of issue reports for customer engineers and coordinate with engineering teams to resolve complex product bugs- Manage comprehensive community engagement tasks according to business requirements- Provide expert advice and solutions for customer-specific architectural design needs focused on specialized product features- Design and implement rigorous notification and escalation procedures for issues involving operational communications**REQUIREMENTS**:- 3+ years of relevant work experience in support environments or related fields- 2+ years of proven leadership experience in managing support engineering teams- Expert knowledge in Customer Service, Customer Experience Management, and Communication strategies- Master the ability to convey technical content clearly and interact as an effective leader in a global team environment- Expert level skills in Data, Databases, and Data Analysis techniques- Expertise in programming languages such as Python, Java, or SQL, coupled with extensive experience in database management- Advanced analytical capabilities with a focus on issue breakdown and code analysis- Comprehensive knowledge in Linux/Unix, APIs/System Design, and advanced Web Technologies including HTTP and Authentication- Fluency with advanced programming concepts, command line operations in Linux/Unix environments, and in-depth Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)- In-depth understanding of advanced Networking including TCP/IP troubleshooting, DNS, and IP routing strategies- Fluency in English with a proficiency level of B2+/C1WE 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