We are seeking a skilled **Cloud Platform / Big Data Support Specialist** to join EPAM Systems.
In this role, you will provide high-level support to customers of a leading cloud service provider, troubleshooting and resolving issues related to cloud platform and big data products. As a valued member of our support team, you will collaborate closely with product engineers and utilize cutting-edge technology to enhance customer satisfaction and product functionality.
**Responsibilities**
- Handle initial troubleshooting, provide updates, identify root cause, and ensure issue resolution to customer satisfaction
- Manage escalations from customers and lead to resolutions
- Collaborate with engineers across various technical and product domains to resolve complex cross-domain issues
- Facilitate hand-offs or take-overs of cases across different geographical regions to ensure continuous issue resolution for premium customers
- Adhere to communication guidelines and security policies during customer interactions
- Categorize support requests for improved support and service analytics
- Create support documentation, and engage in knowledge sharing and training sessions
- Maintain up-to-date technical skills with the latest cloud technologies
**Requirements**:
- 2+ years of proficiency in networking, including TCP/IP, routing, firewalls, and troubleshooting tools
- Strong background in Linux/Unix, specifically with usage of lsof & Netstat for open ports and running processes
- Competency in SQL and Python at a basic level
- Attention to detail, fast-learning ability, and excellent communication skills
- Willingness to cover weekend shifts
- Fluent English communication skills at a C1 level
**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.

📌 Cloud Platform / Big Data Support Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara