Network Support Engineer (Guadalajara)

We are seeking a dedicated Network Support Engineer to join our dynamic team.

Responsibilities

• Maintain resolution times as outlined by SLOs
• Achieve high customer satisfaction ratings in line with quality standards
• Utilize troubleshooting tools and techniques to identify root causes and provide customer-facing assessments
• Document classification of problems and preventative actions for further analysis
• Contribute to bug resolution by filing detailed issue reports and assisting engineers
• Manage community-related tasks as assigned
• Address customer-specific requirements, providing solutions concerning product features
• Adhere to notification and escalation protocols
• Maintain communication standards with business involving operational matters

Requirements

• 2+ years of experience in support projects and/or 24x7 environments
• Advanced English proficiency (B2+/C1)
• Strong skills in customer service and experience, effective communication
• Ability to work collaboratively in a global team environment
• Expertise in Networking, TCP/IP troubleshooting, DNS, and IP routing
• Knowledge of interconnect on-prem networking, VPN, routing, BGP, load balancers, and CDN
• Familiarity with packet capture and analysis tools like tcpdump and wireshark
• Intermediate understanding of Linux/Unix, command line, system constraints, and Linux/Unix operations
• Competency in APIs, System Design, and Web Technologies including and Authentication
• Basic familiarity with web technologies and troubleshooting, webservers & frameworks, and Docker
• Proficiency in clearly communicating technical content and advice
• Fluent English skills at a B2+ level

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)
• 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