Back to SearchWe are seeking a skilled and experienced Lead 2nd Line / Environments Support Engineer to join our team. This role will focus on providing exceptional technical support by responding to and resolving customer queries, ensuring system stability, and collaborating with engineering teams to address complex product issues. The successful candidate will be responsible for maintaining high service levels while supporting a 24/7 operational environment.
Responsibilities
- Respond to, diagnose, and resolve customer support queries via phone, email, and chat
- Ensure response and resolution speed is maintained as defined by SLOs
- Maintain high customer satisfaction scores, adhering to quality standards in 90% of cases
- Utilize troubleshooting tools and techniques to identify root causes for customer issues, providing assessments to customers
- Document problem classifications and preventative actions for future analysis
- Reactively file reports to Customer engineers, documenting desired outcomes and reproduction steps
- Suggest resolutions at the code level for complex product bugs and assist in driving them to resolution
- Perform community management tasks as needed
- Address customer-specific architectural design requirements by providing product-focused solutions
- Follow established notification and escalation procedures
- Maintain communication standards when addressing operational issues with the business
Requirements
- 2+ years of experience in support projects and/or 24x7 environments
- 1+ years of relevant leadership experience
- Background in Customer Service and Customer Experience
- Skills in effective and clear communication
- Ability to communicate technical content in a structured manner
- Competency to work effectively as part of a Global team
- Intermediate knowledge in Linux/Unix, including troubleshooting, command line utilization, system constraints, logging and monitoring
- Understanding of observability and telemetry, Linux boot process, and Linux networking
- Familiarity with APIs, system design, web technologies inclusive of HTTP and authentication
- Proficiency with networking including TCP/IP troubleshooting
- Basic knowledge of programming, web technologies, web servers & frameworks, DNS, IP routing, and statistics
- Qualifications in SQL and experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced English proficiency (B2+/C1)
Nice to have
- Showcased flexibility in using different technologies
- Capability to adapt to new tools and software
- An innovative approach to problem-solving
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