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.
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Responsibilities
- Strategically lead the response, diagnosis, resolution, and tracking of high-level customer support queries across multiple channels including phone, email, and chat
- 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
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- 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+/C1
- 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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