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Chief 2nd Line / Environments Support Engineer

Mexico
Google Cloud Platform, Docker, Kubernetes, Linux, System troubleshooting, Network Administration, Programming Languages, Terraform Cloud, UNIX shell scripting

We are looking for a Chief 2nd Line / Environments Support Engineer to manage our support engineering team.

This role demands a highly experienced individual with a strong foundation in support projects and 24x7 environments. You will oversee the resolution of complex technical issues, drive continuous service improvement, manage a team of support engineers, and ensure exceptional customer satisfaction within our technology-driven company.

Responsibilities
  • Oversee the response, diagnosis, resolution, and tracking of high-level customer support queries via phone, email, and chat, ensuring adherence to SLOs
  • Maintain exemplary customer satisfaction rates and conform to stringent quality standards
  • Utilize advanced troubleshooting tools and techniques to determine root causes of issues and deliver customer-facing assessments
  • Strategically classify, document, and analyze queries to formulate preventative actions
  • Facilitate issue reports to Customer engineers to aid in bug resolution
  • Lead community management tasks as required
  • Address high-level customer-specific architectural design matters on supported products
  • Implement defined notification and escalation procedures
  • Uphold and enhance communication standards for operational issues with the business
  • Mentor and develop a team of support engineers, fostering a culture of continuous improvement and technical excellence
Requirements
  • 3+ years of relevant work experience in support environments or similar fields
  • 2+ years of proven leadership experience in managing support engineering teams
  • Background in Customer Service and Customer Experience
  • Skills in clear and effective communication
  • Capability to deliver technical content and advice in an organized manner
  • Competency to effectively work and interact within a global team
  • Expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionality
  • Proficiency in Docker and Kubernetes
  • Qualifications in systems architecture and infrastructure
  • Analytical skills with proficiency in reading and breaking down issues and code
  • Knowledge of web technologies including HTTP and Authentication
  • Understanding of networking concepts such as TCP/IP troubleshooting, DNS, and IP routing
  • Familiarity with programming concepts including coding and system design/scaling
  • Showcase of troubleshooting skills in web technologies, including HTML/CSS/JS and webservers & frameworks
  • Advanced English proficiency (B2+/C1)
Nice to have
  • Additional certifications in Linux/Unix, Docker, or Kubernetes
  • Significant experience in training or developing support engineering teams
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