We are looking for an experienced Senior 2nd Line / Environments Support Engineer to join our technical support team at a senior level. The candidate will function as a key player in resolving high-level technical issues, driving continuous improvement in our support processes, and mentoring junior team members.
#LI-DNI
Responsibilities
- Act as the senior point of contact for complex customer issues via phone, email, or chat
- Lead remote troubleshooting efforts, replicate issues in varied environments, and collaborate with customers for advanced problem resolution
- Develop and implement strategic solutions based on comprehensive analysis of issues provided by customers
- Direct customers through advanced problem-solving processes
- Assume complete ownership of high-priority client issues from start to finish
- Innovate and refine best practices and existing processes for enhanced efficiency
- Maintain meticulous records of events and interactions
- Manage and prioritize tasks efficiently to ensure timely responses
- Oversee the status and expedite the resolution of all critical incidents
- Create detailed reports for bugs needing investigation by Software Engineering Teams
- Proactively drive cases forward and liaise with other teams for necessary interventions
- Continually enhance personal technical expertise and facilitate knowledge sharing within the team
- Comply strictly with security guidelines, procedures, and best practices
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- 3+ years of experience in Senior IT Operations Support roles
- Advanced technical administration skills in Linux
- Expertise in interpreting complex logs, including Linux and HTTP
- Profound ability to troubleshoot issues, explaining technical details to both specialists and non-technical stakeholders
- High-level critical thinking skills with a focus on thorough investigation, analysis, interpretation, evaluation, explanation, and problem-solving
- Superior client-facing skills, keen attention to detail, and ability to distinguish between client needs and issues
- Demonstrated track record in drafting comprehensive documentation such as articles, workflows, and procedures tailored to complex issues
- Skills in managing large volumes of work within constrained timelines
- Exceptional time management skills with a proven ability to determine priorities
- Independent, proactive learning approach with excellent multitasking capabilities
- Demonstrated ability to work effectively in a team, build rapport, and mentor junior team members
- Highly motivated with a customer-centric orientation and a commitment to resolving client issues
- Fluency in English (B2+ level), with advanced verbal and written communication skills
- ITIL certification or substantial experience with ITIL based processes
- In-depth knowledge of Javascript and Python (reading and understanding complex code)
- Advanced experience with Gsuite products
- 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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