**Responsibilities**
- Maintain high response and resolution speed
- Ensure high customer satisfaction and follow quality standards in 90%+ of cases
- Use troubleshooting tools to determine root cause and provide assessments
- Classify issues for retroactive analysis and documentation of problem classes
- File and escalate issue reports to Customer Engineers and contribute to engineering feedback
- Provide documentation and reproduce steps for complex bugs
- Contribute to community forums and manage community support cases
- Handle customer-specific infrastructure and architectural design queries
- Follow escalation and communication procedures for operational issues
**Requirements**:
- 2+ years of experience working in support projects and/or 24x7 environments
- English level B2+ or higher
- Proven experience in customer service and customer experience roles
- Strong communication skills with the ability to clearly explain technical content
- Comfortable working in a distributed, global team environment
- Deep understanding of Linux/Unix systems, including system behavior and constraints
- Proficient in using the Linux/Unix command line and resolving system-level issues
- Practical experience with Docker and containerized environments
- Solid grasp of Kubernetes and orchestration principles
- Background in systems architecture and infrastructure design
- Strong analytical and problem-solving skills with the ability to dissect issues and read code
- Working knowledge of HTTP protocols and authentication mechanisms
- Familiarity with core networking concepts including TCP/IP, DNS, and IP routing
- Foundational programming knowledge and basic coding proficiency
- Understanding of system design principles and scalability challenges
- Exposure to frontend technologies like HTML, CSS, and JavaScript




- General troubleshooting experience with web technologies, web servers, and frameworks
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading general provider of digital platform engineering and development services.
We are committed to having a positive impact on our customers, our employees, and our communities.
We embrace a dynamic and inclusive culture.
Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow.
No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Support Infrastructure Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara