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Environments Support Engineer

Mexico
Application Support, Google Cloud Storage, Programming Technologies, Python, System design and analysis, API Design and Implementation [Open Banking], Networks basics

We are seeking a dedicated and skilled Environments Support Engineer to join our dynamic team.

In this role, you will be responsible for maintaining the integrity and performance of our operating environments, ensuring high levels of customer satisfaction, and proactively preventing potential system issues.

Responsibilities
  • Response, diagnosis, resolution, and tracking of customer support queries by phone, email, and chat
  • Maintain response and resolution times as defined by SLOs
  • Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
  • Utilize troubleshooting tools and techniques to identify root causes of queries and provide assessments
  • Document classification queries, logging classes of problems and suggested preventative actions
  • File issue reports reactively to Customer Engineers and suggest code-level resolutions for product bugs
  • Perform community management tasks as required
  • Handle cases involving customer-specific requirements on architectural design
  • Ensure compliance with notification and escalation procedures
  • Maintain communication standards with the business on operational issues
Requirements
  • 2+ years of working experience in support projects and/or 24x7 environments
  • Advanced English proficiency (B2+/C1)
  • Background in Customer Service and Customer Experience
  • Skills in effective, clear communication and technical content delivery
  • Proficiency in collaborating and interacting within a Global team
  • Expertise in Programming including system design and scaling
  • Knowledge of Linux/Unix system constraints and operations
  • Familiarity with Web Technologies including HTTP and Authentication
  • Understanding of Networking, Python, or Java
  • Competency in analytical skills, able to deconstruct issues and code
  • Capability to utilize Programming for testing and understand data databases and analysis techniques
  • Flexibility to use APIs, Web Technologies, and Networking including TCP/IP, DNS, and IP routing troubleshooting
  • Basic qualifications in Programming concepts including algorithms, data structures, and command line operations
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