Skip To Main Content
epam-logo-black.svgepam-logo-black.svg
backBack to Search

Lead Environments Support Engineer

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

We are seeking a motivated and experienced Lead Environments Support Engineer to join our dynamic team.

In this role, you are tasked with handling complex support queries, ensuring high customer satisfaction, and contributing to our system's robustness by collaborating with our engineering teams.

Responsibilities
  • Handle customer support queries through phone, email, and chat
  • Maintain response and resolution speeds as per Service Level Objectives
  • Achieve high customer satisfaction scores by adhering to quality standards
  • Establish root cause for queries using troubleshooting tools and techniques
  • Document classes of problems and preventative actions after internal classification
  • Collaborate with Customer Engineers to address complex product bugs
  • Assist in community management tasks as required
  • Handle cases with customer-specific architectural design requirements
  • Follow defined notification and escalation procedures
  • Maintain communication standards with business on operational issues
Requirements
  • 5+ years of experience in support projects and/or 24x7 environments
  • Robust customer service experience
  • 1+ years of relevant leadership experience
  • Advanced knowledge of Linux/Unix systems, troubleshooting, command line, and system constraints
  • Proficiency in Docker and Kubernetes
  • Background in systems architecture and infrastructure
  • Competency in analytical skills and code breakdown
  • Intermediate understanding of web technologies, including HTTP and Authentication
  • Knowledge of TCP/IP troubleshooting, DNS, and IP routing
  • Basic familiarity with programming, coding, system design/scaling, and web technologies troubleshooting, including HTML/CSS/JS Servers and frameworks
  • Ability to effectively collaborate as part of a global team
  • Ability to communicate technical content in a structured manner
  • Clear and effective communication skills
  • Advanced English proficiency (B2+/C1)
Nice to have
  • Certifications in Linux/Unix administration
  • Experience with cloud platforms like AWS, Azure, or GCP
  • Participation in professional forums or technical communities
  • Skills in additional scripting languages such as Python or Bash
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