We are seeking a skilled Senior Cloud Support Specialist to join our team.
In this role, you will provide critical support for our clients, ensuring their queries are addressed efficiently. You will be an essential part of our support services, working with application support tools and Google Cloud Platform to deliver high-quality solutions. If you have a passion for data and a knack for problem-solving, we encourage you to apply.
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Responsibilities
- Respond to, diagnose, resolve, and track customer support queries and community support cases through phone, email, and chat
- Maintain response and resolution speed in alignment with service level objectives
- Ensure high customer satisfaction scores while adhering to quality standards in the majority of cases
- Utilize troubleshooting tools and techniques to identify root causes for queries and deliver customer-facing assessments
- Document internal classification queries, outlining problem classes and preventative actions for future analysis
- Proactively file issue reports to Customer Engineers and assist in driving complex product bugs to resolution
- Engage in community management tasks as required by the business
- Handle cases related to customer-specific architectural design requirements and provide product-focused solutions
- Follow established notification and escalation procedures
- Adhere to communication standards concerning operational issues
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- 3+ years of background in customer service and customer experience
- Minimum of 2 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 within a global team
- Proficiency in communicating technical content in a structured 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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