Chief 2nd Line

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

RESPONSIBILITIES- Maintain and improve response and resolution speeds in accordance with SLOs- Achieve and sustain high customer satisfaction scores, meeting quality standards in 90% of cases- Oversee the use of troubleshooting tools and techniques to identify root causes of customer issues- Manage problem classifications and preventative measures for retroactive analysis and future reference- Directly file critical reports to Customer Engineers and oversee the documentation of detailed issue descriptions and solution steps- Lead the strategy for code-level resolutions of complex product bugs and oversee the resolution process- Guide and perform community management tasks when required by the business- Provide responses for customer-specific architectural designs with end-to-end product solutions- Establish and refine notification and escalation procedures- Develop and maintain communication standards for business-related operational issues**REQUIREMENTS**:- 3+ years of relevant work experience in support environments or similar fields- 2+ years of proven leadership experience in managing support engineering teams- In-depth knowledge of Customer Service and Customer Experience principles- Exceptional communication skills, with a proven ability to convey technical content in a structured manner- Strong leadership abilities and experience working effectively as part of a team- Advanced knowledge in Linux/Unix, including troubleshooting, command line, system constraints, logging, and monitoring- Expertise in observability and telemetry, Linux boot process, and Linux networking- Proficiency with APIs, system design, web technologies including HTTP and authentication- Advanced skills in networking with specific expertise in TCP/IP troubleshooting- Solid background in programming, web technologies, web servers & frameworks, DNS, IP routing, and statistics- Strong SQL qualifications and notable experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace- Advanced English proficiency (B2+/C1)NICE TO HAVE- Demonstrated ability to innovate and solve problems creatively- Flexibility and adaptability in learning and integrating new technologies- Proven track record of leading significant process improvements in support systemsWE 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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