Back to SearchWe are seeking an experienced and dedicated Chief 2nd Line / Environments Support Engineer to lead our Support Engineering team. 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
- Lead the response, diagnosis, and resolution of customer support queries through phone, email, and chat
- Maintain and improve response and resolution speeds in accordance with SLOs
- Achieve and sustain high customer satisfaction scores, meeting quality standards in 90% of cases
- Oversee the use of troubleshooting tools and techniques to identify root causes of customer issues
- Manage problem classifications and preventative measures for retroactive analysis and future reference
- Directly file critical reports to Customer Engineers and oversee the documentation of detailed issue descriptions and solution steps
- Lead the strategy for code-level resolutions of complex product bugs and oversee the resolution process
- Guide and perform community management tasks when required by the business
- Provide responses for customer-specific architectural designs with end-to-end product solutions
- Establish and refine notification and escalation procedures
- Develop and maintain communication standards for business-related 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
- In-depth knowledge of Customer Service and Customer Experience principles
- Exceptional communication skills, with a proven ability to convey technical content in a structured manner
- Strong leadership abilities and experience working effectively as part of a team
- Advanced knowledge in Linux/Unix, including troubleshooting, command line, system constraints, logging, and monitoring
- Expertise in observability and telemetry, Linux boot process, and Linux networking
- Proficiency with APIs, system design, web technologies including HTTP and authentication
- Advanced skills in networking with specific expertise in TCP/IP troubleshooting
- Solid background in programming, web technologies, web servers & frameworks, DNS, IP routing, and statistics
- Strong SQL qualifications and notable experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced English proficiency (B2+/C1)
Nice to have
- Demonstrated ability to innovate and solve problems creatively
- Flexibility and adaptability in learning and integrating new technologies
- Proven track record of leading significant process improvements in support systems
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