Senior 2nd Line / Environments Support Engineer
We are looking for an experienced Senior 2nd Line / Environments Support Engineer to join our technical support team at a senior level. The candidate will function as a key player in resolving high-level technical issues, driving continuous improvement in our support processes, and mentoring junior team members.
Responsibilities
- Act as the senior point of contact for complex customer issues via phone, email, or chat
- Lead remote troubleshooting efforts, replicate issues in varied environments, and collaborate with customers for advanced problem resolution
- Develop and implement strategic solutions based on comprehensive analysis of issues provided by customers
- Direct customers through advanced problem-solving processes
- Assume complete ownership of high-priority client issues from start to finish
- Innovate and refine best practices and existing processes for enhanced efficiency
- Maintain meticulous records of events and interactions
- Manage and prioritize tasks efficiently to ensure timely responses
- Oversee the status and expedite the resolution of all critical incidents
- Create detailed reports for bugs needing investigation by Software Engineering Teams
- Proactively drive cases forward and liaise with other teams for necessary interventions
- Continually enhance personal technical expertise and facilitate knowledge sharing within the team
- Comply strictly with security guidelines, procedures, and best practices
Requirements
- 3+ years of experience in Senior IT Operations Support roles
- Advanced technical administration skills in Linux
- Expertise in interpreting complex logs, including Linux and HTTP
- Profound ability to troubleshoot issues, explaining technical details to both specialists and non-technical stakeholders
- High-level critical thinking skills with a focus on thorough investigation, analysis, interpretation, evaluation, explanation, and problem-solving
- Superior client-facing skills, keen attention to detail, and ability to distinguish between client needs and issues
- Demonstrated track record in drafting comprehensive documentation such as articles, workflows, and procedures tailored to complex issues
- Skills in managing large volumes of work within constrained timelines
- Exceptional time management skills with a proven ability to determine priorities
- Independent, proactive learning approach with excellent multitasking capabilities
- Demonstrated ability to work effectively in a team, build rapport, and mentor junior team members
- Highly motivated with a customer-centric orientation and a commitment to resolving client issues
- Fluency in English (B2+ level), with advanced verbal and written communication skills
Nice to have
- ITIL certification or substantial experience with ITIL based processes
- In-depth knowledge of Javascript and Python (reading and understanding complex code)
- Advanced experience with Gsuite products
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