We are looking for a Data Analytics Support Engineer to join our team.
This position involves providing technical support for data analytics software and tools. The ideal candidate will have a strong understanding of programming, data analysis techniques, and customer service skills.
#LI-DNI
Responsibilities
- Respond, diagnose, resolve and track support queries and community support cases or forum threads
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases
- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis
- Reactively file issue reports to Customer engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution
- Execute community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features)
- Keep up with notification and escalation procedures
- Follow standards for communications with business involving operational issues
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- 2+ years of experience working with support projects and/or a 24x7 environments
- Advanced English level (B2+/C1)
- Customer Service and Customer Experience
- Effective and clear Communication
- Ability to communicate technical content/advice in a structured manner
- Skilled in effectively communicate and interact as part of a Global team
- Mandatory advanced knowledge in the following technologies
- Programming in Java or Python
- Data - analysis techniques
- Linux / Unix - OS
- ETL or any cluster tool (hadoop) or distributed computing
- APIs
- Web Technologies - HTTP and Authentication
- SQL or BQL
- Query execution reading/optimizing
- Networking
- TCP/IP troubleshooting
- IP routing
- DNS
- 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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