We are seeking a motivated and experienced Senior Network Support Engineer to join our dynamic team.
The ideal candidate will be responsible for providing high-level technical support, resolving complex network-related issues, and ensuring optimal network performance and security. This role requires excellent problem-solving skills and a strong customer-centric approach.
#LI-DNI
Responsibilities
- Respond to, diagnose, resolve, and track customer support queries via phone, email, and chat
- Maintain response and resolution speeds as per our Service Level Objectives (SLOs)
- Achieve high customer satisfaction scores and adhere to quality standards in at least 90% of cases
- Utilize troubleshooting tools and techniques to determine the root cause of queries and provide assessments
- Document problem classes and preventative actions for retroactive analysis
- Reactively file issue reports, contribute to documentation, and suggest code-level resolutions for product bugs
- Assist engineers in driving complex bugs to resolution
- Manage community forums and provide customer-specific architectural design solutions as required
- Adhere to notification, escalation, and communication procedures regarding operational issues
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- 3+ years of experience in support projects and/or working in a 24x7 environment
- Proficiency in Linux/Unix systems, understanding their constraints and functionalities
- Expertise in networking, including TCP/IP troubleshooting, DNS, IP routing, and familiarity with packet capture/analysis tools such as tcpdump and wireshark
- Familiarity with Docker, web server technologies, and troubleshooting web technologies
- Proficiency in Kubernetes, container networking, Istio, and load balancers
- Understanding of APIs, system design, web technologies including HTTP and Authentication
- Skills in effectively communicating complex technical content and advice
- Capability to work collaboratively as part of a global team
- Background in systems architecture and infrastructure
- Advanced English proficiency (B2+/C1)
- Competency in Unix command line
- Flexibility to adapt to various web frameworks
- Background in customer service and customer experience
- 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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