We are seeking an experienced Chief Environments Support Engineer to oversee and enhance our support engineering operations. This role involves leading an expert team dedicated to maintaining exceptional standards of customer satisfaction and operational efficiency at all levels.
Responsibilities
- Strategically lead the response, diagnosis, resolution, and tracking of high-level customer support queries across multiple channels including phone, email, and chat
- Establish policies to ensure adherence to Service Level Objectives (SLOs) concerning response and resolution times
- Uphold excellence by maintaining high customer satisfaction ratings and following stringent quality standards in 90% of cases
- Guide the use of advanced troubleshooting tools and techniques to analyze root causes and provide comprehensive assessments to customers
- Oversee documentation relating to problem classifications, preventative actions, and further analysis techniques
- Direct the preparation of issue reports for customer engineers and coordinate with engineering teams to resolve complex product bugs
- Manage comprehensive community engagement tasks according to business requirements
- Provide expert advice and solutions for customer-specific architectural design needs focused on specialized product features
- Design and implement rigorous notification and escalation procedures for issues involving operational communications
Requirements
- 3+ years of relevant work experience in support environments or related fields
- 2+ years of proven leadership experience in managing support engineering teams
- Expert knowledge in Customer Service, Customer Experience Management, and Communication strategies
- Master the ability to convey technical content clearly and interact as an effective leader in a global team environment
- Expert level skills in Data, Databases, and Data Analysis techniques
- Expertise in programming languages such as Python, Java, or SQL, coupled with extensive experience in database management
- Advanced analytical capabilities with a focus on issue breakdown and code analysis
- Comprehensive knowledge in Linux/Unix, APIs/System Design, and advanced Web Technologies including HTTP and Authentication
- Fluency with advanced programming concepts, command line operations in Linux/Unix environments, and in-depth Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)
- In-depth understanding of advanced Networking including TCP/IP troubleshooting, DNS, and IP routing strategies
- Fluency in English with a proficiency level of B2+/C1
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