We are on the lookout for a seasoned **Head of Environments Support** to lead our talented support engineering team.
**Responsibilities**
- Ensure adherence to service level objectives concerning response and resolution speeds
- Maintain and enhance customer satisfaction ratings by complying with quality standards in most cases
- Supervise the use of troubleshooting tools and techniques, providing advanced assessments to customers
- Establish a comprehensive documentation process for problem classifications and preventative strategies
- Facilitate communication with Customer engineers, building documentation, and outlining steps for issue reproduction
- Develop and implement code-level solutions for complex product bugs, and lead issue resolution efforts
- Oversee community engagement tasks according to business needs
- Customize solutions to cater to customer-specific requirements with a focus on product optimization
- Implement and maintain notification and escalation protocols, ensuring effective communication within the organization
**Requirements**:
- 5+ years of experience in support projects and/or operating in a 24x7 environment
- At least 2 years of experience in roles such as Senior, Lead, Manager, or Owner
- Robust qualifications in customer service and experience management
- Exceptional skills in clear communication, including conveying technical content
- Demonstrated leadership capabilities and effectiveness in a general team
- Intermediate expertise in Linux/Unix systems, including system operation and behavior understanding
- Proficiency in observability software, Linux boot processes, and Linux networking systems
- Solid understanding of APIs, system design, and web technologies like HTTP and authentication
- Competency in networking fundamentals, particularly TCP/IP troubleshooting
- Basic familiarity with programming, web troubleshooting including servers, frameworks, DNS, and IP routing




- Knowledge of SQL and tools like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace
- Advanced English proficiency (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 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