We are seeking a Chief Support Engineer to become a key member of our team.
In this position, you will apply your expertise in Google Cloud Platform to deliver outstanding support services for our clients. You will analyze and resolve technical problems while upholding exceptional customer satisfaction standards. If you're ready to embrace a meaningful opportunity, we welcome your application.
#LI-DNI
Responsibilities
- Provide responses to customer support queries through phone, email, and chat
- Meet service level objectives for response and resolution times
- Increase customer satisfaction scores by adhering to quality benchmarks
- Utilize diagnostic tools to locate root causes of issues and deliver assessments
- Classify problems and document preventative measures for operational analysis
- Submit issue reports to customer engineers and propose code-level solutions
- Organize community-related tasks aligned with business needs
- Address architectural design requirements unique to customers and propose solutions
- Adhere to established notification and escalation protocols
- Inform stakeholders about operational challenges and developments
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- 7+ years of relevant experience in support projects or 24x7 settings
- Background in customer service and enhancing customer experiences
- Ability to communicate technical details effectively
- Capability to collaborate within global team environments
- Intermediate knowledge of Linux/Unix systems and troubleshooting methods
- Proficiency in API development and system design principles
- Understanding of web technologies, including HTTP and authentication protocols
- Familiarity with networking concepts and TCP/IP issue resolution
- Competency in programming fundamentals and web troubleshooting techniques
- Qualifications in SQL and prior exposure to industry solutions such as Splunk or Prometheus
- Advanced English skills at a B2+/C1 level
- 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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