We are seeking a capable Lead Cloud Support Specialist to join our team.
In this role, you will provide essential assistance for our clients, ensuring their questions are addressed promptly. You will play a key role in our support services, using application support tools and Google Cloud Platform to deliver reliable solutions. If you are passionate about data and excel at solving challenges, we encourage you to apply.
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Responsibilities
- Respond to customer support queries and community cases via phone, email, and chat
- Diagnose, resolve, and document issues while keeping track of progress
- Meet response and resolution timeframes in accordance with service level objectives
- Achieve high customer satisfaction scores and maintain quality standards across cases
- Apply troubleshooting tools and techniques to pinpoint root causes and deliver assessments
- Document internal classifications of queries, detailing problems, and suggesting preventative measures
- File issue reports to Customer Engineers and assist in resolving complex product bugs
- Perform community management tasks based on business needs
- Address cases involving customer-specific architectural design needs with product-focused solutions
- Adhere to established notification and escalation protocols
- Maintain clear communication regarding operational issues
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- 5+ years of background in customer service and customer experience
- At least 3 years of experience in projects involving large-scale data processing
- Proficiency in Google Cloud Platform
- Familiarity with at least one Big Data technology such as Hadoop, MapReduce, or HDFS
- Knowledge of NoSQL databases and big data querying tools like Pig, Hive, or Impala
- Understanding of distributed computing principles
- Proficiency in at least one programming language such as Java or Python
- Experience troubleshooting and resolving complex technical issues
- Familiarity with web protocols, including HTTP and TLS/SSL
- Capability to collaborate effectively in a global team environment
- Proficiency in explaining technical content in a structured and clear manner
- Upper-Intermediate to Advanced English level (B2/C1)
- Understanding of cloud environments
- 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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