Back to SearchWe are seeking a dedicated Infrastructure DevOps Engineer to join our dynamic team, focusing on delivering exceptional support and solutions for our infrastructure environments.
The ideal candidate will be responsible for maintaining high standards in response, diagnosis, resolution, and tracking customer support queries while actively participating in community management and providing technical advice tailored to customer-specific needs.
Responsibilities
- Respond to customer support queries via phone, email, and chat, ensuring swift resolution as per Service Level Objectives (SLOs)
- Maintain high customer satisfaction scores and adhere to quality standards in 90% of cases
- Utilize troubleshooting tools and techniques to determine root causes and provide assessments directly to customers
- Document problem classes and preventative actions for further analysis
- Collaborate with customer engineers to file issue reports, build documentation, and suggest code-level resolutions for complex product bugs
- Manage community-related tasks as required by the business needs
- Provide architectural solutions for customer-specific requirements limited to particular product features
- Adhere to notification and escalation procedures established by the organization
- Maintain communication standards with the business on operational issues
Requirements
- 2+ years of experience in support projects and/or working in 24x7 environments
- Background in Customer Service and Customer Experience
- Skills in clear and effective communication
- Capability to communicate technical content in a structured manner and interact effectively as part of a global team
- Intermediate knowledge in Linux/Unix, including troubleshooting, command line use, system constraints, logging, monitoring, and networking
- Proficiency in networking with an understanding of TCP/IP troubleshooting
- Familiarity with APIs, system design, HTTP, and authentication methods
- Competency in observability and telemetry and a basic understanding of the Linux boot process
- Basic knowledge of programming, web technologies, web servers, frameworks, DNS, IP routing
- Understanding of statistics and SQL
- Experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, Dynatrace
- Advanced level of English proficiency (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