We are seeking a skilled and experienced **Lead 2nd Line / Environments Support Engineer** to join our team.
**Responsibilities**
- Maintain response and resolution speed as defined by SLOs
- Achieve high customer satisfaction scores while adhering to quality standards in 90% of cases
- Utilize troubleshooting tools and techniques to determine root causes of issues and provide root cause assessments
- Document problem classes and preventative actions for retroactive analysis
- File issue reports, build documentation, document desired behavior and reproduce steps, and suggest code-level solutions for complex bugs
- Manage community tasks as required
- Address customer-specific architectural design requirements and provide solutions related to product features
- Adhere to notification and escalation procedures
- Maintain communication standards for 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 clear and effective communication
- Ability to communicate technical content in a structured manner
- Capability to interact effectively as part of a global team
- Expertise in Linux/Unix systems, constraints, and operations
- Background in networking, TCP/IP troubleshooting, DNS, IP routing
- Familiarity with Kubernetes, container networking, Istio, and load balancers
- Competency in packet capture and analysis tools such as tcpdump and Wireshark
- Understanding of APIs, system design, and web technologies including HTTP and authentication
- Knowledge of systems architecture and infrastructure
- Qualifications in web technologies troubleshooting, web servers & frameworks, and Docker
- Advanced level of English (B2+/C1)




**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 general 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