We are looking for a Chief 2nd Line / Environments Support Engineer to manage our support engineering team.
This role demands a highly experienced individual with a strong foundation in support projects and 24x7 environments. You will oversee the resolution of complex technical issues, drive continuous service improvement, manage a team of support engineers, and ensure exceptional customer satisfaction within our technology-driven company.
#LI-DNI
Responsibilities
- Oversee the response, diagnosis, resolution, and tracking of high-level customer support queries via phone, email, and chat, ensuring adherence to SLOs
- Maintain exemplary customer satisfaction rates and conform to stringent quality standards
- Utilize advanced troubleshooting tools and techniques to determine root causes of issues and deliver customer-facing assessments
- Strategically classify, document, and analyze queries to formulate preventative actions
- Facilitate issue reports to Customer engineers to aid in bug resolution
- Lead community management tasks as required
- Address high-level customer-specific architectural design matters on supported products
- Implement defined notification and escalation procedures
- Uphold and enhance communication standards for operational issues with the business
- Mentor and develop a team of support engineers, fostering a culture of continuous improvement and technical excellence
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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
- 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)
- Additional certifications in Linux/Unix, Docker, or Kubernetes
- Significant experience in training or developing support engineering teams
- 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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