We are seeking an **Infrastructure Support Engineer** to join our dynamic team.
RESPONSIBILITIES
- Maintain response and resolution speed as defined by Service Level Objectives
- Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
- Employ troubleshooting tools and techniques to establish root causes for queries and provide root cause assessments
- Perform internal classification of queries documenting classes of problems and preventative actions for retroactive analysis
- Report complex product bugs to Customer Engineers and assist them in driving resolutions
- Perform community management tasks as needed
- Provide customer-specific architectural solutions
- Adhere to notification and escalation procedures
- Maintain standards for communication with business on operational issues
**REQUIREMENTS**:
- 2+ years of experience in support projects and/or operating in a 24x7 environment
- Background in Customer Service and Customer Experience
- Skills in clear and effective communication
- Capability to communicate technical content in a structured manner and interact effectively as part of a global team
- Expertise in Programming, System design / scaling, and Data analysis techniques
- Familiarity with Linux / Unix systems, their constraints, and functionalities
- Understanding of ETL, Hadoop or other distributed computing or cluster tools
- Qualifications in Web Technologies including HTTP and Authentication, SQL or BQL, and query execution optimization
- Knowledge of Programming Algorithms & data structures,



Programming Testing, and basic Linux / Unix command line operations
- Competency in networking including TCP/IP troubleshooting, IP routing, and DNS configurations
- Proficiency in English at an advanced level (B2+/C1)
NICE TO HAVE
- Experience with API / System Design
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

📌 Infrastructure Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara