We are on the lookout for a seasoned **Head of Environments Support**to lead our talented support engineering team.
**Responsibilities**
- Uphold service level objectives regarding response and resolution speeds
- Maintain and improve customer satisfaction ratings, complying with quality standards in the majority of cases
- Oversee the use of troubleshooting tools and techniques and provide advanced assessments to customers
- Develop a comprehensive documentation process for problem classifications and preventative strategies
- Direct communications with Customer engineers, establishing documentation and reproduction steps for issues
- Propose and implement code-level solutions for intricate product bugs and guide issue resolution
- Manage community involvement tasks as per business needs
- Tailor solutions to meet customer-specific requirements focusing on product optimization
- Enforce notification and escalation protocols, ensuring efficient communication flows within the organization
**Requirements**:
- 5+ years of experience in support projects and/or working in a 24x7 operational environment
- 2+ years in roles such as Senior, Lead, Manager, or Owner
- Robust background in customer service and experience management
- Exceptional communication skills with adeptness at conveying technical content
- Demonstrated leadership capabilities and effectiveness in a global team setting
- Intermediate expertise in Linux/Unix systems, including troubleshooting, command operations, and system behavior understanding
- Proficiency in observability and telemetry, Linux boot process, and Linux networking systems
- Well-versed in APIs, system design, and web technologies including HTTP and authentication
- Skills in networking fundamentals, especially TCP/IP troubleshooting
- Basic understanding of programming, web troubleshooting including servers and frameworks, DNS, and IP routing




- Knowledgeable in SQL and familiar with industry tools such as Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced English proficiency (B2+/C1)
**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)
- Versátil 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.

📌 Head of Environments Support (Guadalajara)
🏢 Epam Systems
📍 Guadalajara