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Support Engineer

Mexico
Cloud Operations, Docker, Kubernetes, Linux, Networks basics, Programming Technologies, Web Services

We are looking for a skilled Technical Support Engineer to join our team. In this role, you will be responsible for diagnosing, resolving, and tracking customer support queries through phone, email, and chat. You will ensure timely response and resolution in line with SLOs, maintain high customer satisfaction, and follow quality standards. Your role will also involve troubleshooting, issue classification, documentation, and assisting engineers in resolving complex product bugs.

Responsibilities
  • Provide technical support and resolve customer queries via phone, email, and chat
  • Maintain response and resolution speed as defined by SLOs
  • Ensure high customer satisfaction and follow quality standards in 90% of cases
  • Use troubleshooting tools and techniques to identify root causes and provide assessments
  • Perform internal classification of queries and document preventative actions
  • File issue reports, build documentation, suggest code-level resolutions, and assist engineers in resolving complex bugs
  • Conduct community management tasks as needed
  • Handle cases involving customer-specific architectural design requirements
  • Follow notification and escalation procedures
  • Adhere to communication standards when addressing operational issues
Requirements
  • 2+ years of experience working in technical support or a 24x7 environment
  • B2+ English level
  • Strong customer service and customer experience skills
  • Effective and clear communication skills
  • Ability to communicate technical concepts in a structured manner
  • Ability to work effectively in a global team
  • Advanced knowledge of Linux / Unix
  • Knowledge of Docker and Kubernetes
  • Systems architecture and infrastructure experience
  • Analytical skills for diagnosing and resolving issues
  • Intermediate knowledge of Web technologies (HTTP, authentication)
  • Understanding of Networking (TCP/IP troubleshooting, DNS, IP routing)
  • Basic knowledge of Web technologies and troubleshooting (HTML, CSS, JavaScript, web servers, 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