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Head of Environments Support

Mexico
Google Cloud Platform, Docker, Kubernetes, Linux, System troubleshooting, Network Administration, Programming Languages, Terraform Cloud, UNIX shell scripting

We are seeking a Head of Environments Support to oversee our technical support department. In this pivotal role, you will lead a team responsible for addressing and resolving high-level technical issues, optimizing our support processes, and ensuring superior customer satisfaction across our global technology infrastructure.

Responsibilities
  • Strategically manage and optimize the process of responding, diagnosing, resolving, and tracking customer support queries through phone, email, and chat while maintaining adherence to SLOs
  • Enhance customer satisfaction rates and ensure compliance with quality standards across the department
  • Oversee the use of troubleshooting tools and techniques to effectively determine root causes of issues and provide strategic assessments to customers
  • Develop and implement classification, documentation, and preventative action plans for recurring issues or queries
  • Supervise and guide issue reporting to customer engineers and streamline procedures for quicker bug resolution
  • Lead community management initiatives as necessary to align with business objectives
  • Take charge in resolving complex customer-specific design issues within supported products
  • Implement and refine notification and escalation protocols to enhance response times
  • Set and monitor communication standards for operational interactions within the business
Requirements
  • 5+ years of experience in support projects and/or operating in a 24x7 environment
  • At least 2 years of experience in senior roles such as Senior, Lead, Manager, or Owner within technical support or similar functions
  • A strong leadership background in Customer Service and Customer Experience
  • Exceptional communication skills with the ability to clearly convey technical content and advice in a structured manner
  • Proven ability to effectively coordinate and interact as part of a global team
  • Extensive expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionalities
  • Advanced knowledge in Docker and Kubernetes
  • Deep understanding of systems architecture and infrastructure
  • Highly developed analytical skills, adept at examining and resolving complex issues and code
  • Familiarity with web technologies, including HTTP and Authentication
  • Comprehensive knowledge of networking, including TCP/IP troubleshooting, DNS, and IP routing
  • Experience in programming and system design/scaling
  • Proficient in web technologies troubleshooting, including HTML/CSS/JS and webservers & frameworks
  • 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