**Responsibilities**
- 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 integral 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)
**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 global 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 Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara