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Cloud Platform / Big Data Support Specialist
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