We are seeking a **Head of Environments Support** to oversee our technical support department.
In this pivotal role, you will lead a team responsible for addressing and resolving high-level technical issues, optimizing our support processes, and ensuring superior customer satisfaction across our global technology infrastructure.
**Responsibilities**
- Enhance customer satisfaction rates and ensure compliance with quality standards across the department
- Oversee the use of troubleshooting tools and techniques to effectively determine root causes of issues and provide strategic assessments to customers
- Develop and implement classification, documentation, and preventative action plans for recurring issues or queries
- Supervise and guide issue reporting to customer engineers and streamline procedures for quicker bug resolution
- Lead community management initiatives as necessary to align with business objectives
- Take charge in resolving complex customer-specific design issues within supported products
- Implement and refine notification and escalation protocols to enhance response times
- Set and monitor communication standards for operational interactions within the business
**Requirements**:
- 5+ years of experience in support projects and/or operating in a 24x7 environment
- At least 2 years of experience in senior roles such as Senior, Lead, Manager, or Owner within technical support or similar functions
- A strong leadership background in Customer Service and Customer Experience




- Exceptional communication skills with the ability to clearly convey technical content and advice in a structured manner
- Proven ability to effectively coordinate and interact as part of a global team
- Extensive expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionalities
- Advanced knowledge in Docker and Kubernetes
- Deep understanding of systems architecture and infrastructure
- Highly developed analytical skills, adept at examining and resolving complex issues and code
- Familiarity with web technologies, including HTTP and Authentication
- Comprehensive knowledge of networking, including TCP/IP troubleshooting, DNS, and IP routing
- Experience in programming and system design/scaling
- Proficient in web technologies troubleshooting, including HTML/CSS/JS and webservers & frameworks
- 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 integral 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