We are seeking a dedicated Network Support Engineer to join our dynamic team.
The successful candidate will provide essential support for our networking products, assist with customer queries, and enhance customer satisfaction by meeting and exceeding service level objectives (SLOs). This role involves detailed troubleshooting and community management within a technologically diverse environment.

#LI-DNI

Responsibilities

• Responsively answer support queries via phone, email, and chat
• Maintain resolution times as outlined by SLOs
• Achieve high customer satisfaction ratings in line with quality standards
• Utilize troubleshooting tools and techniques to identify root causes and provide customer-facing assessments
• Document classification of problems and preventative actions for further analysis
• Contribute to bug resolution by filing detailed issue reports and assisting engineers
• Manage community-related tasks as assigned
• Address customer-specific requirements, providing solutions concerning product features
• Adhere to notification and escalation protocols
• Maintain communication standards with business involving operational matters

• 2+ years of experience in support projects and/or 24x7 environments
• Advanced English proficiency (B2+/C1)
• Strong skills in customer service and experience, effective communication
• Ability to work collaboratively in a global team environment
• Expertise in Networking, TCP/IP troubleshooting, DNS, and IP routing
• Knowledge of interconnect on-prem networking, VPN, routing, BGP, load balancers, and CDN
• Familiarity with packet capture and analysis tools like tcpdump and wireshark
• Intermediate understanding of Linux/Unix, command line, system constraints, and Linux/Unix operations
• Competency in APIs, System Design, and Web Technologies including HTTP and Authentication
• Basic familiarity with web technologies and troubleshooting, webservers & frameworks, and Docker
• Proficiency in clearly communicating technical content and advice
• Fluent English skills at a B2+ 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