We are looking for an experienced and dedicated **Chief 2nd Line / Environments Support Engineer.**
**Responsibilities**
- Maintain response and resolution speed as defined by SLOs
- Achieve high customer satisfaction scores and adhere to quality standards in 90% of cases
- Employ troubleshooting tools and techniques to determine causes of queries and provide assessments for customers
- Document classifications of queries and preventative actions for further analysis
- File issue reports to Customer engineers, build documentation, and suggest code-level resolutions for complex product bugs
- Manage community tasks as needed
- Handle cases with customer-specific requirements on architectural design and solutions pertaining to specific product features
- Adhere to notification and escalation procedures
- Uphold standards for business communications involving operational issues
**Requirements**:
- 3+ years of relevant work experience in support environments or similar fields
- 2+ years of proven leadership experience in managing support engineering teams
- Qualifications in Customer Service and Customer Experience
- Proven capability to communicate technical content/advice in a structured manner
- Skills in effective integral team interaction and communication
- Expertise in Linux/Unix system management, constraints, and operations
- Comprehensive knowledge in networking, TCP/IP troubleshooting, DNS, IP routing
- Proficiency in Kubernetes, container networking, Istio, and load balancers
- Familiarity with packet capture/analysis tools like tcpdump and Wireshark
- Intermediate background in Linux/Unix command line, APIs/System Design, and web technologies HTTP and Authentication
- Understanding of systems architecture and infrastructure
- Basic competency in web technologies troubleshooting, web servers & frameworks, and Docker
- Advanced proficiency in English (B2+/C1)
**Nice to have**




- Experience in a leadership role within a technical support team
- History of implementing process improvements in support environments
- Qualifications in advanced customer engagement and 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)
- 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.

📌 Chief 2nd Line / Environments Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara