We are looking for a highly skilled Technical Support Engineer to join our team. In this role, you will be responsible for diagnosing, resolving, and tracking customer support queries via phone, email, and chat. You will ensure timely response and resolution as per SLOs while maintaining high customer satisfaction. Your expertise in troubleshooting tools and techniques will help establish root causes and provide solutions. Additionally, you will contribute to internal documentation, assist engineers in resolving product bugs, and support community management initiatives.
#LI-DNI#EasyApply
Responsibilities
- Respond to customer support queries through phone, email, and chat, diagnosing and resolving issues effectively
- Maintain response and resolution speed as per SLOs
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases
- Use troubleshooting tools and techniques to identify root causes and provide customer-facing root cause assessments
- Classify queries internally, documenting problem classes and preventative actions for future analysis
- File issue reports, create documentation, and suggest code-level resolutions for complex product bugs
- Assist engineers in driving bugs to resolution
- Perform community management tasks as needed
- Handle cases involving customer-specific architectural design requirements and provide product-specific solutions
- Follow notification and escalation procedures
- Adhere to communication standards regarding operational issues
Want more jobs like this?
Get jobs in Guadalajara, Mexico delivered to your inbox every week.
- 5+ years of experience working in support projects and/or 24x7 environments
- Advanced English level (B2+/C1)
- Strong experience in Customer Service and Customer Experience
- Effective and clear Communication skills
- Ability to communicate technical content and advice in a structured manner
- Ability to effectively collaborate in a Global Team
- Advanced knowledge in Linux / Unix, Networking, Kubernetes, Container Networking
- Intermediate knowledge in APIs / System Design
- Basic knowledge in Docker
- 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
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.