Senior 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 skilled Senior Cloud Support Specialist to join our team.

In this role, you will provide critical support for our clients, ensuring their queries are addressed efficiently. You will be an essential part of our support services, working with application support tools and Google Cloud Platform to deliver high-quality solutions. If you have a passion for data and a knack for problem-solving, we encourage you to apply.

Responsibilities

Respond to, diagnose, resolve, and track customer support queries and community support cases through phone, email, and chat
Maintain response and resolution speed in alignment with service level objectives
Ensure high customer satisfaction scores while adhering to quality standards in the majority of cases
Utilize troubleshooting tools and techniques to identify root causes for queries and deliver customer-facing assessments
Document internal classification queries, outlining problem classes and preventative actions for future analysis
Proactively file issue reports to Customer Engineers and assist in driving complex product bugs to resolution
Engage in community management tasks as required by the business
Handle cases related to customer-specific architectural design requirements and provide product-focused solutions
Follow established notification and escalation procedures
Adhere to communication standards concerning operational issues

Requirements

3+ years of background in customer service and customer experience
Minimum of 2 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 within a global team
Proficiency in communicating technical content in a structured 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