Chief Support Engineer (Google Cloud Platform)

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Google Cloud Platform

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

We are seeking a Chief Support Engineer to become a key member of our team.

In this position, you will apply your expertise in Google Cloud Platform to deliver outstanding support services for our clients. You will analyze and resolve technical problems while upholding exceptional customer satisfaction standards. If you're ready to embrace a meaningful opportunity, we welcome your application.

Responsibilities

Provide responses to customer support queries through phone, email, and chat
Meet service level objectives for response and resolution times
Increase customer satisfaction scores by adhering to quality benchmarks
Utilize diagnostic tools to locate root causes of issues and deliver assessments
Classify problems and document preventative measures for operational analysis
Submit issue reports to customer engineers and propose code-level solutions
Organize community-related tasks aligned with business needs
Address architectural design requirements unique to customers and propose solutions
Adhere to established notification and escalation protocols
Inform stakeholders about operational challenges and developments

Requirements

7+ years of relevant experience in support projects or 24x7 settings
Background in customer service and enhancing customer experiences
Ability to communicate technical details effectively
Capability to collaborate within global team environments
Intermediate knowledge of Linux/Unix systems and troubleshooting methods
Proficiency in API development and system design principles
Understanding of web technologies, including HTTP and authentication protocols
Familiarity with networking concepts and TCP/IP issue resolution
Competency in programming fundamentals and web troubleshooting techniques
Qualifications in SQL and prior exposure to industry solutions such as Splunk or Prometheus
Advanced English skills at a B2+/C1 level

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