Back to SearchWe are seeking a Senior Environments Support Engineer to complement our dynamic team.
The chosen applicant will deliver exemplary customer service and technical assistance by proficiently handling customer inquiries and achieving high satisfaction ratings. This role entails addressing complex product issues through troubleshooting, community management, and cooperation with customer engineers.
Responsibilities
- Address, diagnose, address and keep track of customer support inquiries and forum threads through phone, email, and chat
- Uphold the response and resolution times as defined in the Service Level Objectives
- Attain high customer satisfaction ratings and meet quality standards in 90% of cases
- Utilize troubleshooting tools and strategies to identify the root causes of inquiries and offer assessments to customers
- Record types of problems and preventive measures for retrospective analysis
- Compile reports on issues for customer engineers, form documentation, outline desired behavior or duplication steps, and propose code-level solutions for intricate bugs
- Execute community management tasks as needed by the business
- Manage cases that include customer-specific architectural design needs, offering solutions for designated products or features
- Adhere to notification and escalation procedures
- Maintain communication standards with the business regarding operational issues
Requirements
- 3+ years of engagement in support projects and/or 24x7 environments
- Advanced proficiency in English (B2+/C1)
- Competency in customer service and customer experience
- Expertise in clear and effective communication
- Capability to present technical content systematically
- Flexibility to cooperate effectively within a global team
- Proficiency in advanced networking, including TCP/IP troubleshooting, DNS, IP routing, VPN, Routing/BGP, load balancers, CDN
- Familiarity with packet capture/analysis tools like tcpdump/wireshark
- Background in intermediate level Linux/Unix command line and familiarity with system constraints
- Understanding of APIs, system design, HTTP, and authentication protocols
- Basic qualifications in web technologies, troubleshooting, web servers, and frameworks
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