Lead Cloud Support Specialist

Office in Mexico: Estado de Jalisco, Guadalajara

Support.Data

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

We are seeking a capable Lead Cloud Support Specialist to join our team.

In this role, you will provide essential assistance for our clients, ensuring their questions are addressed promptly. You will play a key role in our support services, using application support tools and Google Cloud Platform to deliver reliable solutions. If you are passionate about data and excel at solving challenges, we encourage you to apply.

Responsibilities

Respond to customer support queries and community cases via phone, email, and chat
Diagnose, resolve, and document issues while keeping track of progress
Meet response and resolution timeframes in accordance with service level objectives
Achieve high customer satisfaction scores and maintain quality standards across cases
Apply troubleshooting tools and techniques to pinpoint root causes and deliver assessments
Document internal classifications of queries, detailing problems, and suggesting preventative measures
File issue reports to Customer Engineers and assist in resolving complex product bugs
Perform community management tasks based on business needs
Address cases involving customer-specific architectural design needs with product-focused solutions
Adhere to established notification and escalation protocols
Maintain clear communication regarding operational issues

Requirements

5+ years of background in customer service and customer experience
At least 3 years of experience in projects involving large-scale data processing
Proficiency in Google Cloud Platform
Familiarity with at least one Big Data technology such as Hadoop, MapReduce, or HDFS
Knowledge of NoSQL databases and big data querying tools like Pig, Hive, or Impala
Understanding of distributed computing principles
Proficiency in at least one programming language such as Java or Python
Experience troubleshooting and resolving complex technical issues
Familiarity with web protocols, including HTTP and TLS/SSL
Capability to collaborate effectively in a global team environment
Proficiency in explaining technical content in a structured and clear manner
Upper-Intermediate to Advanced English level (B2/C1)
Understanding of cloud environments

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