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Network Support Engineer

Mexico
Networks & Telecommunication, Network Administration, Network services, Networks basics, Support.Users, Cloud, Google Cloud Platform, Information Technology Infrastructure Library

We are seeking a dedicated Network Support Engineer to join our dynamic team.

The successful candidate will provide essential support for our networking products, assist with customer queries, and enhance customer satisfaction by meeting and exceeding service level objectives (SLOs). This role involves detailed troubleshooting and community management within a technologically diverse environment.

Responsibilities
  • Responsively answer support queries via phone, email, and chat
  • Maintain resolution times as outlined by SLOs
  • Achieve high customer satisfaction ratings in line with quality standards
  • Utilize troubleshooting tools and techniques to identify root causes and provide customer-facing assessments
  • Document classification of problems and preventative actions for further analysis
  • Contribute to bug resolution by filing detailed issue reports and assisting engineers
  • Manage community-related tasks as assigned
  • Address customer-specific requirements, providing solutions concerning product features
  • Adhere to notification and escalation protocols
  • Maintain communication standards with business involving operational matters
Requirements
  • 2+ years of experience in support projects and/or 24x7 environments
  • Advanced English proficiency (B2+/C1)
  • Strong skills in customer service and experience, effective communication
  • Ability to work collaboratively in a global team environment
  • Expertise in Networking, TCP/IP troubleshooting, DNS, and IP routing
  • Knowledge of interconnect on-prem networking, VPN, routing, BGP, load balancers, and CDN
  • Familiarity with packet capture and analysis tools like tcpdump and wireshark
  • Intermediate understanding of Linux/Unix, command line, system constraints, and Linux/Unix operations
  • Competency in APIs, System Design, and Web Technologies including HTTP and Authentication
  • Basic familiarity with web technologies and troubleshooting, webservers & frameworks, and Docker
  • Proficiency in clearly communicating technical content and advice
  • Fluent English skills at a B2+ level
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