EPAM Systems is seeking a Cloud Network Support Specialist to provide enterprise-level support to customers of a major cloud service provider.
As a cloud support specialist, you will work in a team of experienced support engineers to resolve customer's concerns and issues for using cloud infrastructure products. You would use your technical expertise and communication skills to understand the customer's problem, provide technical assistance, and then guide them to resolution. You would also participate in discussions with product engineers to share your insights on customer needs and issues to help product improvements. You will be fully exposed to the cutting-edge technologies of a prominent cloud service provider and play a key role in the growth of their cloud computing products.
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The role also includes occasional weekend support; thus, following working week shifts might be applicable - a Tuesday to Saturday shift or a Sunday to Thursday.
If you're ready to make an impact in a dynamic environment, we want to hear from you!
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Responsibilities
- Provide technical assistance and support over e-mail, chat and phone as part of a global 24x7-support organization
- Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root case, and resolve the issue to the satisfaction of customer
- Handle escalation from customer and lead to satisfactory resolution
- Co-work with engineers across technical and product domains to resolve complex cross-domain issues
- Consult with senior engineers and subject matter experts (SME) to accelerate problem resolution
- Hand off or take over cases to/from another geographical region to provide around-the-clock issue resolution for premium customers
- Follow communication guidelines and security policies when communicating with customer
- Categorize support requests for support and service analytics
- Produce support documents and perform knowledge sharing and training
- Keep technical skills up to date with latest cloud technologies
- Linux/Unix background - usage of lsof & Netstat to check open ports & running processes
- Knowledge of Networking (TCP/IP, API, related troubleshooting tools)
- Attention to detail and fast learning abilities
- Excellent verbal and written communication skills
- Familiarity with SQL
- Familiarity with Python or any other programming language, e.g. Java, Bash, C#
- Basic knowledge of Docker
- English Verbal & Written skills at B2 level
- We gather like-minded people:
- Engineering community of industry professionals
- Friendly team and enjoyable working environment
- Flexible schedule and opportunity to work remotely within Poland
- Chance to work abroad for up to 60 days annually
- Relocation within our 50+ offices
- We provide growth opportunities:
- Outstanding career roadmap
- Leadership development, career advising, soft skills, and well-being programs
- Certification (GCP, Azure, AWS)
- Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
- Language classes in English and Polish for foreigners
- We cover it all:
- Stable income (Employment Contract or B2B)
- Participation in the Employee Stock Purchase Plan
- Benefits package (health insurance, multisport, shopping vouchers)
- Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
- Referral bonuses
- Corporate, social and well-being events
- Please, note:
- The set of bonuses might vary based on the role you apply for - specifics will be discussed with our recruiter during the general interview
- We will reach out to selected candidates exclusively