RESPONSIBILITIES- Respond, diagnose, resolve and track support queries and community support cases or forum threads- Maintain response and resolution speed as defined by SLOs- Keep high customer satisfaction scores and follow quality standards in 90% of cases- Use existing troubleshooting tools and techniques to establish a root cause for queries and provide a customer-facing root cause assessment- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis- Reactively file issue reports to Customer engineers, build documentation and procedures, document desired behavior and/or steps to reproduce, suggest code-level resolutions for complex product bugs, and assist engineers in driving bugs to resolution- Execute community management tasks as needed by the business- Take cases involving customer-specific requirements on architectural design and provide solutions limited to a particular product (or a subset of product features)- Keep up with notification and escalation procedures- Follow standards for communications with business involving operational issues**REQUIREMENTS**:- 2+ years of experience working in support projects and/or 24x7 environments- Advanced English level (B2+/C1)- Proficiency in customer service and customer experience management- Skilled in clear and effective communication- Capability to communicate technical content/advice in a structured manner- Competency in working effectively as part of a general team- Programming skills in Java or Python- Familiarity with data query execution and optimization- Background in APIs- Knowledge of web technologies including HTTP and Authentication- Understanding of Linux / Unix - OS environmentsNICE TO HAVE- Background in networking- Skills in TCP/IP troubleshooting- Understanding of IP routing- Familiarity with DNS- Proficiency in cloud technologiesWE 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

📌 Application Support (Dev) (Xico)
🏢 Epam Systems
📍 Xico