**Responsibilities**
- Ensure response and resolution speed is maintained as defined by SLOs
- Maintain high customer satisfaction scores, adhering to quality standards in 90% of cases
- Utilize troubleshooting tools and techniques to identify root causes for customer issues, providing assessments to customers
- Document problem classifications and preventative actions for future analysis
- Reactively file reports to Customer engineers, documenting desired outcomes and reproduction steps
- Suggest resolutions at the code level for complex product bugs and assist in driving them to resolution
- Perform community management tasks as needed
- Address customer-specific architectural design requirements by providing product-focused solutions
- Follow established notification and escalation procedures
- Maintain communication standards when addressing operational issues with the business
**Requirements**:
- 2+ years of experience in support projects and/or 24x7 environments
- 1+ years of relevant leadership experience
- Background in Customer Service and Customer Experience
- Skills in effective and clear communication
- Ability to communicate technical content in a structured manner
- Competency to work effectively as part of a Global team
- Intermediate knowledge in Linux/Unix, including troubleshooting, command line utilization, system constraints, logging and monitoring
- Understanding of observability and telemetry, Linux boot process, and Linux networking
- Familiarity with APIs, system design, web technologies inclusive of HTTP and authentication
- Proficiency with networking including TCP/IP troubleshooting
- Basic knowledge of programming, web technologies, web servers & frameworks, DNS, IP routing, and statistics
- Qualifications in SQL and experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced English proficiency (B2+/C1)
**Nice to have**




- Showcased flexibility in using different technologies
- Capability to adapt to new tools and software
- An innovative approach to problem-solving
**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.

📌 Lead 2Nd Line / Environments Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara