Back to SearchWe are on the lookout for a seasoned Head of Environments Support to lead our talented support engineering team.
This role is crucial in overseeing the technical support operations, ensuring system robustness, and spearheading the resolution of complex customer issues. The ideal candidate will manage and enhance service delivery, uphold high customer satisfaction, and foster a proactive team environment.
Responsibilities
- Lead the response, diagnosis, and resolution of customer support queries across multiple channels including phone, email, and chat
- Uphold service level objectives regarding response and resolution speeds
- Maintain and improve customer satisfaction ratings, complying with quality standards in the majority of cases
- Oversee the use of troubleshooting tools and techniques and provide advanced assessments to customers
- Develop a comprehensive documentation process for problem classifications and preventative strategies
- Direct communications with Customer engineers, establishing documentation and reproduction steps for issues
- Propose and implement code-level solutions for intricate product bugs and guide issue resolution
- Manage community involvement tasks as per business needs
- Tailor solutions to meet customer-specific requirements focusing on product optimization
- Enforce notification and escalation protocols, ensuring efficient communication flows within the organization
Requirements
- 5+ years of experience in support projects and/or working in a 24x7 operational environment
- 2+ years in roles such as Senior, Lead, Manager, or Owner
- Robust background in customer service and experience management
- Exceptional communication skills with adeptness at conveying technical content
- Demonstrated leadership capabilities and effectiveness in a global team setting
- Intermediate expertise in Linux/Unix systems, including troubleshooting, command operations, and system behavior understanding
- Proficiency in observability and telemetry, Linux boot process, and Linux networking systems
- Well-versed in APIs, system design, and web technologies including HTTP and authentication
- Skills in networking fundamentals, especially TCP/IP troubleshooting
- Basic understanding of programming, web troubleshooting including servers and frameworks, DNS, and IP routing
- Knowledgeable in SQL and familiar with industry tools such as Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced 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