We are looking to add a seasoned Senior Infrastructure Support Engineer to our lively team.
In this capacity, you will deliver exceptional support for intricate technical problems within our GKE and Anthos infrastructure landscapes. You'll play a crucial role in achieving high levels of customer satisfaction and meeting service level objectives (SLOs).

#LI-DNI

Responsibilities

• Address, diagnose, solve, and monitor customer support inquiries and community support cases through phone, email, and chat
• Uphold response and resolution timelines as specified in SLOs
• Attain elevated customer satisfaction ratings while complying with quality standards in 90% of instances
• Employ established troubleshooting methodologies and tools to pinpoint the underlying causes of inquiries
• Categorize inquiries and log preventive measures for subsequent examination
• Submit issue reports to Customer engineers and support in pushing bugs towards resolution
• Cater to customer-specific architectural design needs by recommending product-based solutions
• Oversee community assignments as necessitated by organizational needs
• Execute notification and escalation protocols
• Follow communication guidelines pertaining to operational problems

• 3+ years of involvement in support projects or a 24x7 operational setting
• Qualifications in Customer Service and Customer Experience
• Competency to communicate content clearly and effectively, and to interact efficiently within a global team
• Proficiency in Linux/Unix, Docker, and Kubernetes
• Understanding of Systems architecture and infrastructure
• Analytical capabilities with skills in issue breakdown and code analysis
• Knowledge of Web Technologies including HTTP and Authentication
• Flexibility to use Networking including TCP/IP troubleshooting, DNS, and IP routing
• Familiarity with Programming, Coding, System design/scaling, Web technologies troubleshooting including HTML/CSS/JS, and Web servers & frameworks
• Advanced proficiency in the English language (B2+/C1)

• 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