We are seeking a talented and detail-oriented Environments Support Engineer to join our dynamic team.
This role will involve managing a diverse range of support queries utilizing your technical expertise to provide high-quality customer satisfaction and maintain efficient resolution speeds. If you are passionate about solving complex technical issues and improving support processes, this position would be a perfect fit for you.

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Responsibilities

• Respond to customer support queries over phone, email, and chat, ensuring adherence to defined SLOs
• Diagnose and resolve issues while maintaining high customer satisfaction scores
• Utilize troubleshooting tools and techniques to determine the root cause of issues and provide assessments
• Document problem classifications and preventative actions for future reference
• Collaborate with Customer Engineers to document and resolve product bugs
• Assist in community management tasks as required
• Provide customer-specific architectural design solutions for specific product features
• Adhere to notification and escalation procedures established by the business
• Maintain communication standards for operational issues with the business

• 2+ years of experience in support projects or 24x7 environments
• Advanced English proficiency (B2+/C1)
• Background in Customer Service and Customer Experience
• Skills in clear and effective Communication
• Competency in communicating technical content and advising within a global team
• Expertise in Programming and System Design/Scaling
• Proficiency in Data analysis techniques
• Understanding of Linux/Unix systems
• Familiarity with ETL, Hadoop, or other distributed computing technologies
• Capability to work with APIs, System Design, and Web Technologies including HTTP and Authentication
• Knowledge of SQL or BQL and query optimization strategies
• Understanding of basic Programming including Algorithms & Data Structures and Testing methodologies
• Background in Networking including TCP/IP troubleshooting, IP routing, and DNS configurations

• 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