We are seeking an experienced **Head of Environments Support** to lead our support engineering team.
This role involves managing our support infrastructure operations, ensuring high customer satisfaction levels, and upholding stringent operational standards.
**Responsibilities**
- Maintain adherence to defined response and resolution speed per SLOs
- Ensure achievement of high customer satisfaction ratings and compliance with quality standards in 90% of cases
- Document classifications of problems and preventative actions for future analysis
- Proactively file and manage issue reports to customer engineers and assist in resolving complex product bugs
- Handle community management tasks as necessitated by business demands
- Provide solutions for customer-specific architectural design requirements for specific products
- Maintain strict adherence to notification and escalation procedures within communications on operational issues
**Requirements**:
- 5+ years of experience working with support projects and/or a 24x7 environments
- 2+ years in roles such as Senior, Lead, Manager, or Owner
- Advanced English proficiency (B2+/C1)
- Solid background in Customer Service and Customer Experience
- Strong communication skills with the capability to deliver technical content in a structured manner
- Capacity to effectively interact and collaborate as part of a integral team
- Advanced knowledge in Data, Databases, and Data Analysis techniques
- Proficiency in Python, Java, or SQL
- Hands-on experience with a variety of databases
- Expertise in analytical methods to break down issues and understand code
- Intermediate familiarity with Linux/Unix, APIs/System Design, and Web Technologies including HTTP and Authentication
- Basic understanding of Programming, Linux/Unix command line and systems, Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)




- Knowledge of Networking including TCP/IP troubleshooting, DNS, and IP routing
**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 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