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Technical Support Engineer

Application Support, Customer Service & Support, Network Administration, Network Security, Networks basics, GCP Networking, Google Cloud Platform, Linux

We are looking for a highly skilled Technical Support Engineer to join our team. In this role, you will be responsible for diagnosing, resolving, and tracking customer support queries via phone, email, and chat. You will ensure timely response and resolution as per SLOs while maintaining high customer satisfaction. Your expertise in troubleshooting tools and techniques will help establish root causes and provide solutions. Additionally, you will contribute to internal documentation, assist engineers in resolving product bugs, and support community management initiatives.

Responsibilities
  • Respond to customer support queries through phone, email, and chat, diagnosing and resolving issues effectively
  • Maintain response and resolution speed as per SLOs
  • Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases
  • Use troubleshooting tools and techniques to identify root causes and provide customer-facing root cause assessments
  • Classify queries internally, documenting problem classes and preventative actions for future analysis
  • File issue reports, create documentation, and suggest code-level resolutions for complex product bugs
  • Assist engineers in driving bugs to resolution
  • Perform community management tasks as needed
  • Handle cases involving customer-specific architectural design requirements and provide product-specific solutions
  • Follow notification and escalation procedures
  • Adhere to communication standards regarding operational issues
Requirements
  • 5+ years of experience working in support projects and/or 24x7 environments
  • Advanced English level (B2+/C1)
  • Strong experience in Customer Service and Customer Experience
  • Effective and clear Communication skills
  • Ability to communicate technical content and advice in a structured manner
  • Ability to effectively collaborate in a Global Team
  • Advanced knowledge in Linux / Unix, Networking, Kubernetes, Container Networking
  • Intermediate knowledge in APIs / System Design
  • Basic knowledge in Docker
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