We are seeking a Head of Environments Support to oversee our technical support department. In this pivotal role, you will lead a team responsible for addressing and resolving high-level technical issues, optimizing our support processes, and ensuring superior customer satisfaction across our global technology infrastructure.
#LI-DNI
Responsibilities
- Strategically manage and optimize the process of responding, diagnosing, resolving, and tracking customer support queries through phone, email, and chat while maintaining adherence to SLOs
- Enhance customer satisfaction rates and ensure compliance with quality standards across the department
- Oversee the use of troubleshooting tools and techniques to effectively determine root causes of issues and provide strategic assessments to customers
- Develop and implement classification, documentation, and preventative action plans for recurring issues or queries
- Supervise and guide issue reporting to customer engineers and streamline procedures for quicker bug resolution
- Lead community management initiatives as necessary to align with business objectives
- Take charge in resolving complex customer-specific design issues within supported products
- Implement and refine notification and escalation protocols to enhance response times
- Set and monitor communication standards for operational interactions within the business
Want more jobs like this?
Get jobs in Guadalajara, Mexico delivered to your inbox every week.
- 5+ years of experience in support projects and/or operating in a 24x7 environment
- At least 2 years of experience in senior roles such as Senior, Lead, Manager, or Owner within technical support or similar functions
- A strong leadership background in Customer Service and Customer Experience
- Exceptional communication skills with the ability to clearly convey technical content and advice in a structured manner
- Proven ability to effectively coordinate and interact as part of a global team
- Extensive expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionalities
- Advanced knowledge in Docker and Kubernetes
- Deep understanding of systems architecture and infrastructure
- Highly developed analytical skills, adept at examining and resolving complex issues and code
- Familiarity with web technologies, including HTTP and Authentication
- Comprehensive knowledge of networking, including TCP/IP troubleshooting, DNS, and IP routing
- Experience in programming and system design/scaling
- Proficient in web technologies troubleshooting, including HTML/CSS/JS and webservers & 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
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.