We are seeking an experienced **Chief Environments Support Engineer** to oversee and enhance our support engineering operations. This role involves leading an expert team dedicated to maintaining exceptional standards of customer satisfaction and operational efficiency at all levels.
**Responsibilities**
- Establish policies to ensure adherence to Service Level Objectives (SLOs) concerning response and resolution times
- Uphold excellence by maintaining high customer satisfaction ratings and following stringent quality standards in 90% of cases
- Guide the use of advanced troubleshooting tools and techniques to analyze root causes and provide comprehensive assessments to customers
- Oversee documentation relating to problem classifications, preventative actions, and further analysis techniques
- Direct the preparation of issue reports for customer engineers and coordinate with engineering teams to resolve complex product bugs
- Manage comprehensive community engagement tasks according to business requirements
- Provide expert advice and solutions for customer-specific architectural design needs focused on specialized product features
- Design and implement rigorous notification and escalation procedures for issues involving operational communications
**Requirements**:
- 3+ years of relevant work experience in support environments or related fields
- 2+ years of proven leadership experience in managing support engineering teams
- Expert knowledge in Customer Service, Customer Experience Management, and Communication strategies




- Master the ability to convey technical content clearly and interact as an effective leader in a global team environment
- Expert level skills in Data, Databases, and Data Analysis techniques
- Expertise in programming languages such as Python, Java, or SQL, coupled with extensive experience in database management
- Advanced analytical capabilities with a focus on issue breakdown and code analysis
- Comprehensive knowledge in Linux/Unix, APIs/System Design, and advanced Web Technologies including HTTP and Authentication
- Fluency with advanced programming concepts, command line operations in Linux/Unix environments, and in-depth Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)
- In-depth understanding of advanced Networking including TCP/IP troubleshooting, DNS, and IP routing strategies
- Fluency in English with a proficiency level of 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)
- Adaptable 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.

📌 Chief Environments Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara