Lead Support Engineer (Google Cloud Platform)

We are looking for a Lead Support Engineer to join our team.
In this role, you will leverage your expertise in Google Cloud Platform to provide exceptional support to our clients. You will diagnose and resolve issues while maintaining high customer satisfaction standards. If you're ready to take on a rewarding challenge, we encourage you to apply.

#LI-DNI

Responsibilities

• Respond to and diagnose customer support queries via phone, email, and chat
• Maintain response and resolution speed as per service level objectives
• Ensure high customer satisfaction scores while adhering to quality standards
• Utilize troubleshooting tools to identify root causes of issues and provide assessments
• Document classifications of problems and preventative measures for analysis
• File issue reports to customer engineers and suggest code-level resolutions
• Manage community tasks as required by the business
• Handle customer-specific architectural design requirements and provide solutions
• Follow established notification and escalation procedures
• Communicate operational issues with relevant stakeholders

• 5+ years of experience in support projects or 24x7 environments
• Experience in customer service and customer experience
• Demonstrated ability to communicate technical content clearly
• Capability to collaborate effectively within a global team
• Intermediate knowledge of Linux/Unix and system troubleshooting
• Proficiency in API and system design
• Understanding of web technologies, including HTTP and authentication
• Familiarity with networking principles and TCP/IP troubleshooting
• Basic knowledge of programming and web technologies troubleshooting
• Experience with SQL and previous industry solutions such as Splunk and Prometheus
• Advanced English proficiency at B2+/C1 level

• 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