**Responsibilities**
- Maintain required response and resolution speeds as per Service Level Objectives
- Uphold customer satisfaction and quality standards in most cases
- Utilize troubleshooting tools and techniques to identify the root cause of queries and provide a customer facing root cause assessment
- Document types of problems, preventative actions, and retrospective analysis
- File issue reports, build documentation, suggest code-level resolutions, and collaborate with engineers to address complex product bugs
- Manage community tasks based on business need
- Address customer-specific requirements on architectural design limited to specific products or features
- Adhere to notification and escalation procedures
- Maintain communication standards for operational issues
**Requirements**:
- 2+ years of experience in support projects and/or 24x7 environments
- 1+ years of relevant leadership experience
- Robust customer service experience
- Capability to communicate technical content advice clearly and structured
- Competency in being part of and interacting with a global team
- Advanced knowledge in data, databases, and data analysis techniques
- Proficiency in at least one programming language: Python, Java, or SQL
- Hands-on experience with any databases
- Familiarity with troubleshooting
- Intermediate knowledge in Linux/Unix, APIs/System Design, and Web Technologies Including HTTP and Authentication
- Basic knowledge and understanding of programming, Linux/Unix command line, system constraints, web technologies including HTTP/CSS/JS, web servers & frameworks, and networking (TCP/IP troubleshooting, DNS, IP routing)
- Proficiency in English at a B2+/C1 level
**Nice to have**
- Experience in community management
- Expertise in enhancing customer experience through innovative solutions




- Background in API integration and management
**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 integral 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.

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