We are seeking an experienced Head of Environments Support to lead our support engineering team. This role involves managing our support infrastructure operations, ensuring high customer satisfaction levels, and upholding stringent operational standards.
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Responsibilities
- Oversee response, diagnosis, resolution, and tracking of customer support queries via phone, email, and chat
- Maintain adherence to defined response and resolution speed per SLOs
- Ensure achievement of high customer satisfaction ratings and compliance with quality standards in 90% of cases
- Apply troubleshooting tools and techniques to identify root causes of queries and deliver assessments that face customers
- Document classifications of problems and preventative actions for future analysis
- Proactively file and manage issue reports to customer engineers and assist in resolving complex product bugs
- Handle community management tasks as necessitated by business demands
- Provide solutions for customer-specific architectural design requirements for specific products
- Maintain strict adherence to notification and escalation procedures within communications on operational issues
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- 5+ years of experience working with support projects and/or a 24x7 environments
- 2+ years in roles such as Senior, Lead, Manager, or Owner
- Advanced English proficiency (B2+/C1)
- Solid background in Customer Service and Customer Experience
- Strong communication skills with the capability to deliver technical content in a structured manner
- Capacity to effectively interact and collaborate as part of a global team
- Advanced knowledge in Data, Databases, and Data Analysis techniques
- Proficiency in Python, Java, or SQL
- Hands-on experience with a variety of databases
- Expertise in analytical methods to break down issues and understand code
- Intermediate familiarity with Linux/Unix, APIs/System Design, and Web Technologies including HTTP and Authentication
- Basic understanding of Programming, Linux/Unix command line and systems, Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)
- Knowledge of Networking including TCP/IP troubleshooting, DNS, and IP routing
- 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
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