Infrastructure Support Engineer

Cloud Operations, Docker, Kubernetes, Linux, Networks basics, Programming Technologies, Web Services

We are seeking an experienced Infrastructure Support Engineer to join our dynamic team.

In this role, you will provide top-notch support for complex technical issues related to our GKE and Anthos infrastructure environments. You will be responsible for ensuring high customer satisfaction and adhering to service level objectives (SLOs).

Responsibilities

Respond, diagnose, resolve, and track customer support queries and community support cases via phone, email, and chat
Maintain response and resolution speed as per SLOs
Achieve high customer satisfaction scores while adhering to quality standards in 90% of cases
Utilize existing troubleshooting tools and techniques to identify root causes of queries
Document classification of queries and preventative actions for further analysis
File issue reports to Customer engineers and assist in driving bugs to resolution
Handle customer-specific architectural design requirements by providing product-based solutions
Manage community tasks as required by the business
Follow notification and escalation procedures
Adhere to communication standards involving operational issues

Requirements

2+ years of experience in support projects or a 24x7 environment
Competency in Customer Service and Customer Experience
Skills in effective and clear communication
Ability to communicate technical content in a structured manner and interact effectively as part of a global team
Proficiency in Linux/Unix, Docker, and Kubernetes
Understanding of Systems architecture and infrastructure
Analytical skills with the ability to break down issues and code
Knowledge of Web Technologies including HTTP and Authentication
Familiarity with Networking including TCP/IP troubleshooting, DNS, and IP routing
Basic familiarity with Programming, Coding, System design/scaling, Web technologies troubleshooting including HTML/CSS/JS, and Web servers & frameworks
Advanced English language 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