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Environments Support Engineer

Mexico
Application Support, Apache Hadoop, Data Analysis, Linux, Programming Technologies, Databases, Network services, Networks basics, SQL Scripting

We are seeking a talented and detail-oriented Environments Support Engineer to join our dynamic team.

This role will involve managing a diverse range of support queries utilizing your technical expertise to provide high-quality customer satisfaction and maintain efficient resolution speeds. If you are passionate about solving complex technical issues and improving support processes, this position would be a perfect fit for you.

Responsibilities
  • Respond to customer support queries over phone, email, and chat, ensuring adherence to defined SLOs
  • Diagnose and resolve issues while maintaining high customer satisfaction scores
  • Utilize troubleshooting tools and techniques to determine the root cause of issues and provide assessments
  • Document problem classifications and preventative actions for future reference
  • Collaborate with Customer Engineers to document and resolve product bugs
  • Assist in community management tasks as required
  • Provide customer-specific architectural design solutions for specific product features
  • Adhere to notification and escalation procedures established by the business
  • Maintain communication standards for operational issues with the business
Requirements
  • 2+ years of experience in support projects or 24x7 environments
  • Advanced English proficiency (B2+/C1)
  • Background in Customer Service and Customer Experience
  • Skills in clear and effective Communication
  • Competency in communicating technical content and advising within a global team
  • Expertise in Programming and System Design/Scaling
  • Proficiency in Data analysis techniques
  • Understanding of Linux/Unix systems
  • Familiarity with ETL, Hadoop, or other distributed computing technologies
  • Capability to work with APIs, System Design, and Web Technologies including HTTP and Authentication
  • Knowledge of SQL or BQL and query optimization strategies
  • Understanding of basic Programming including Algorithms & Data Structures and Testing methodologies
  • Background in Networking including TCP/IP troubleshooting, IP routing, and DNS configurations
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