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Cloud Platform / Big Data Support Specialist

Mexico
Cloud Operations, Linux

We are seeking a skilled Cloud Platform / Big Data Support Specialist to join EPAM Systems.

In this role, you will provide high-level support to customers of a leading cloud service provider, troubleshooting and resolving issues related to cloud platform and big data products. As a valued member of our support team, you will collaborate closely with product engineers and utilize cutting-edge technology to enhance customer satisfaction and product functionality.

Responsibilities
  • Provide technical assistance and support through e-mail, chat, and phone within a global 24x7-support organization
  • Handle initial troubleshooting, provide updates, identify root cause, and ensure issue resolution to customer satisfaction
  • Manage escalations from customers and lead to resolutions
  • Collaborate with engineers across various technical and product domains to resolve complex cross-domain issues
  • Consult with senior engineers and subject matter experts to expedite problem resolution
  • Facilitate hand-offs or take-overs of cases across different geographical regions to ensure continuous issue resolution for premium customers
  • Adhere to communication guidelines and security policies during customer interactions
  • Categorize support requests for improved support and service analytics
  • Create support documentation, and engage in knowledge sharing and training sessions
  • Maintain up-to-date technical skills with the latest cloud technologies
Requirements
  • 2+ years of proficiency in networking, including TCP/IP, routing, firewalls, and troubleshooting tools
  • Strong background in Linux/Unix, specifically with usage of lsof & Netstat for open ports and running processes
  • Competency in SQL and Python at a basic level
  • Attention to detail, fast-learning ability, and excellent communication skills
  • Fluency in English, both verbal and written
  • Willingness to cover weekend shifts
  • Fluent English communication skills at a 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