We are seeking an experienced and dedicated Chief 2nd Line / Environments Support Engineer to lead our Support Engineering team. This role requires a proactive approach in leading technical support, strategic problem solving, and team management to ensure optimal system performance and customer satisfaction. The ideal candidate will bring a strong background in 24/7 environment support systems, with the ability to drive improvements and effectively mentor a dynamic engineering team.
#LI-DNI
Responsibilities
- Lead the response, diagnosis, and resolution of customer support queries through phone, email, and chat
- 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
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- 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)
- 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 systems
- 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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