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

• 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