We are looking for an Environments Support Engineer to join our dynamic team.
The ideal candidate will provide excellent customer service and technical support by addressing customer queries effectively and maintaining high satisfaction scores. The role involves troubleshooting, community management, and collaboratively working with customer engineers to resolve complex product issues.

#LI-DNI

Responsibilities

• Respond, diagnose, resolve, and track customer support queries and forum threads through phone, email, and chat
• Maintain response and resolution speed as per defined SLOs
• Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
• Use troubleshooting tools and techniques to determine root causes of queries and provide customer-facing assessments
• Document problem classes and preventative actions for retroactive analysis
• File issue reports to customer engineers, build documentation, document desired behavior or reproduction steps, and suggest code-level resolutions for complex bugs
• Perform community management tasks according to business needs
• Address cases involving customer-specific architectural design requirements, offering solutions for specific products or features
• Follow notification and escalation procedures
• Uphold standards for communication with the business on operational issues

• 2+ years of experience in support projects and/or 24x7 environments
• Advanced English proficiency (B2+/C1)
• Competency in customer service and customer experience
• Skills in effective and clear communication
• Capability to communicate technical content in a structured manner
• Flexibility to interact effectively as part of a global team
• Advanced knowledge in networking, including TCP/IP troubleshooting, DNS, IP routing, VPN, Routing/BGP, load balancers, CDN
• Familiarity with packet capture/analysis tools like tcpdump/wireshark
• Intermediate background in Linux/Unix command line and understanding of system constraints
• Understanding of APIs, system design, HTTP, and authentication
• Basic proficiency in web technologies, troubleshooting, web servers, and frameworks

• 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