Support Engineer (Guadalajara)

Responsibilities

• 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

Requirements

• 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 ( authentication)
• Understanding of Networking (TCP/IP troubleshooting, DNS, IP routing)
• Basic knowledge of Web technologies and troubleshooting (HTML, CSS, JavaScript, web servers, frameworks)

We offer

• 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)
• Adaptable 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