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Chief 2nd Line / Environments Support Engineer

Mexico
Application Support, Customer Service & Support, Network Administration, Network Security, Networks basics, GCP Networking, Google Cloud Platform, Linux

We are looking for an experienced and dedicated Chief 2nd Line / Environments Support Engineer.

This role requires a proactive approach in leading technical support, strategic problem-solving, and team management to ensure optimal system performance and customer satisfaction. The ideal candidate will bring a strong background in 24/7 environment support systems, with the ability to drive improvements and effectively mentor a dynamic engineering team.

Responsibilities
  • Respond, diagnose, resolve, and track customer support queries using phone, email, and chat
  • Maintain response and resolution speed as defined by SLOs
  • Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
  • Employ troubleshooting tools and techniques to determine causes of queries and provide assessments for customers
  • Document classifications of queries and preventative actions for further analysis
  • File issue reports to Customer engineers, build documentation, and suggest code-level resolutions for complex product bugs
  • Manage community tasks as needed
  • Handle cases with customer-specific requirements on architectural design and solutions pertaining to specific product features
  • Adhere to notification and escalation procedures
  • Uphold standards for business communications involving operational issues
Requirements
  • 3+ years of relevant work experience in support environments or similar fields
  • 2+ years of proven leadership experience in managing support engineering teams
  • Qualifications in Customer Service and Customer Experience
  • Proven capability to communicate technical content/advice in a structured manner
  • Skills in effective global team interaction and communication
  • Expertise in Linux/Unix system management, constraints, and operations
  • Comprehensive knowledge in networking, TCP/IP troubleshooting, DNS, IP routing
  • Proficiency in Kubernetes, container networking, Istio, and load balancers
  • Familiarity with packet capture/analysis tools like tcpdump and Wireshark
  • Intermediate background in Linux/Unix command line, APIs/System Design, and web technologies HTTP and Authentication
  • Understanding of systems architecture and infrastructure
  • Basic competency in web technologies troubleshooting, web servers & frameworks, and Docker
  • Advanced proficiency in English (B2+/C1)
Nice to have
  • Experience in a leadership role within a technical support team
  • History of implementing process improvements in support environments
  • Qualifications in advanced customer engagement and problem-solving
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn