We are seeking a motivated Infrastructure Support Engineer with expertise in Java, AWS, and Microservices to join our dynamic team.
In this role, you will be responsible for maintaining and improving our infrastructure services to ensure optimal performance and reliability.

#LI-DNI

Responsibilities

• Address, diagnose, and resolve customer support queries and community forum threads through phone, email, and chat
• Maintain speed of response and resolution as defined by Service Level Objectives (SLOs)
• Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
• Utilize troubleshooting tools and techniques to determine root causes of queries and provide customer-facing assessments
• Document internal classification queries to identify and analyze classes of problems and preventative actions
• Communicate effectively with Customer Engineers to drive resolution of complex product bugs
• Generate documentation, procedures, and code-level resolutions as required
• Engage in community management tasks as needed
• Provide customer-specific architectural design solutions within product constraints
• Adhere to notification and escalation procedures and maintain standards for operational communications

• 2+ years of experience in support projects and/or operating in a 24x7 environment
• Advanced English proficiency (B2+/C1)
• Proficiency in Linux/Unix including troubleshooting, command line, system constraints, and functionality
• Competency in Docker and Kubernetes
• Qualifications in systems architecture and infrastructure
• Background in HTTP, authentication, TCP/IP troubleshooting, DNS, and IP routing
• Understanding of programming, coding, system design/scaling
• Familiarity with web technologies/troubleshooting including HTML, CSS, JS, webservers, and frameworks
• Strong analytical skills with capability to break down issues and code
• Clear communication skills with the flexibility to interact effectively as part of a global team

• 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