Back to SearchWe are looking for an Environments Support Engineer to join our dynamic team.
The ideal candidate will provide excellent customer service and technical support by addressing customer queries effectively and maintaining high satisfaction scores. The role involves troubleshooting, community management, and collaboratively working with customer engineers to resolve complex product issues.
Responsibilities
- Respond, diagnose, resolve, and track customer support queries and forum threads through phone, email, and chat
- Maintain response and resolution speed as per defined SLOs
- Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
- Use troubleshooting tools and techniques to determine root causes of queries and provide customer-facing assessments
- Document problem classes and preventative actions for retroactive analysis
- File issue reports to customer engineers, build documentation, document desired behavior or reproduction steps, and suggest code-level resolutions for complex bugs
- Perform community management tasks according to business needs
- Address cases involving customer-specific architectural design requirements, offering solutions for specific products or features
- Follow notification and escalation procedures
- Uphold standards for communication with the business on operational issues
Requirements
- 2+ years of experience in support projects and/or 24x7 environments
- Advanced English proficiency (B2+/C1)
- Competency in customer service and customer experience
- Skills in effective and clear communication
- Capability to communicate technical content in a structured manner
- Flexibility to interact effectively as part of a global team
- Advanced knowledge in networking, including TCP/IP troubleshooting, DNS, IP routing, VPN, Routing/BGP, load balancers, CDN
- Familiarity with packet capture/analysis tools like tcpdump/wireshark
- Intermediate background in Linux/Unix command line and understanding of system constraints
- Understanding of APIs, system design, HTTP, and authentication
- Basic proficiency in web technologies, troubleshooting, web servers, and frameworks
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