We are looking for a skilled Technical Support Engineer to join our team. In this role, you will be responsible for diagnosing, resolving, and tracking customer support queries through phone, email, and chat. You will ensure timely response and resolution in line with SLOs, maintain high customer satisfaction, and follow quality standards. Your role will also involve troubleshooting, issue classification, documentation, and assisting engineers in resolving complex product bugs.
#LI-DNI
Responsibilities
- Provide technical support and resolve customer queries via phone, email, and chat
- Maintain response and resolution speed as defined by SLOs
- Ensure high customer satisfaction and follow quality standards in 90% of cases
- Use troubleshooting tools and techniques to identify root causes and provide assessments
- Perform internal classification of queries and document preventative actions
- File issue reports, build documentation, suggest code-level resolutions, and assist engineers in resolving complex bugs
- Conduct community management tasks as needed
- Handle cases involving customer-specific architectural design requirements
- Follow notification and escalation procedures
- Adhere to communication standards when addressing operational issues
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- 2+ years of experience working in technical support or a 24x7 environment
- B2+ English level
- Strong customer service and customer experience skills
- Effective and clear communication skills
- Ability to communicate technical concepts in a structured manner
- Ability to work effectively in a global team
- Advanced knowledge of Linux / Unix
- Knowledge of Docker and Kubernetes
- Systems architecture and infrastructure experience
- Analytical skills for diagnosing and resolving issues
- Intermediate knowledge of Web technologies (HTTP, authentication)
- Understanding of Networking (TCP/IP troubleshooting, DNS, IP routing)
- Basic knowledge of Web technologies and troubleshooting (HTML, CSS, JavaScript, web servers, frameworks)
- 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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