We are seeking a dedicated and highly skilled Environments Support Engineer to join our dynamic team.
As an Environments Support Engineer, you will provide crucial infrastructure support and troubleshoot issues with precision and efficiency, thereby ensuring the seamless operation of our customer-facing environments.

#LI-DNI

Responsibilities

• Respond, diagnose, resolve and track support queries from customers via phone, email and chat in adherence to defined SLOs
• Ensure high customer satisfaction scores, maintaining quality standards in 90% of cases
• Employ troubleshooting tools and techniques to determine root causes of queries and provide customer-facing assessments
• Document problem classes and preventative actions for retrospective analysis
• File issue reports to Customer Engineers, document procedures, and suggest code-level resolutions for product bugs
• Manage community tasks as required by the business
• Provide architectural design solutions for customer-specific requirements limited to specific product features
• Adhere to notification and escalation procedures during operational issues
• Maintain communication standards with business on operational matters

• Minimum 2 years of experience in support projects and/or operating in 24x7 environments
• Strong background in customer service and experience
• Competency in clear and effective communication
• Skills in technical content delivery in a structured manner
• Capability to work well within a global team
• Expertise in Linux/Unix, including troubleshooting, command line, system constraints, and operational mechanics
• Proficiency in Docker and Kubernetes
• Familiarity with systems architecture and infrastructure
• Analytical skills with proficiency in reading and dissecting issues and code
• Understanding of web technologies including HTTP, Authentication
• Background in networking, including TCP/IP troubleshooting, DNS, and IP routing
• Basic knowledge of programming, coding, and system design/scaling
• Familiarity with web technologies and troubleshooting including HTML, CSS, JS, webservers, and frameworks
• Advanced English proficiency (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