We are looking for a** Chief 2nd Line / Environments Support Engineer** to manage our support engineering team.This role demands a highly experienced individual with a strong foundation in support projects and 24x7 environments.You will oversee the resolution of complex technical issues, drive continuous service improvement, manage a team of support engineers, and ensure exceptional customer satisfaction within our technology-driven company.
**Responsibilities**- Maintain exemplary customer satisfaction rates and conform to stringent quality standards- Utilize advanced troubleshooting tools and techniques to determine root causes of issues and deliver customer-facing assessments- Strategically classify, document, and analyze queries to formulate preventative actions- Facilitate issue reports to Customer engineers to aid in bug resolution- Lead community management tasks as required- Address high-level customer-specific architectural design matters on supported products- Implement defined notification and escalation procedures- Uphold and enhance communication standards for operational issues with the business- Mentor and develop a team of support engineers, fostering a culture of continuous improvement and technical excellence**Requirements**:- 3+ years of relevant work experience in support environments or similar fields- 2+ years of proven leadership experience in managing support engineering teams- Background in Customer Service and Customer Experience- Skills in clear and effective communication- Capability to deliver technical content and advice in an organized manner- Competency to effectively work and interact within a global team- Expertise in Linux/Unix including troubleshooting, command-line operations, system constraints, and functionality- Proficiency in Docker and Kubernetes- Qualifications in systems architecture and infrastructure- Analytical skills with proficiency in reading and breaking down issues and code- Knowledge of web technologies including HTTP and Authentication- Understanding of networking concepts such as TCP/IP troubleshooting, DNS, and IP routing- Familiarity with programming concepts including coding and system design/scaling- Showcase of troubleshooting skills in web technologies, including HTML/CSS/JS and webservers & frameworks- Advanced English proficiency (B2+/C1)**Nice to have**- Additional certifications in Linux/Unix, Docker, or Kubernetes- Significant experience in training or developing support engineering teams**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)- Adaptable 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 moreEPAM 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