Senior 2nd Line / Environments Support Engineer

We are looking for an experienced Senior 2nd Line / Environments Support Engineer to join our technical support team at a senior level. The candidate will function as a key player in resolving high-level technical issues, driving continuous improvement in our support processes, and mentoring junior team members.

Responsibilities

• Act as the senior point of contact for complex customer issues via phone, email, or chat
• Lead remote troubleshooting efforts, replicate issues in varied environments, and collaborate with customers for advanced problem resolution
• Develop and implement strategic solutions based on comprehensive analysis of issues provided by customers
• Direct customers through advanced problem-solving processes
• Assume complete ownership of high-priority client issues from start to finish
• Innovate and refine best practices and existing processes for enhanced efficiency
• Maintain meticulous records of events and interactions
• Manage and prioritize tasks efficiently to ensure timely responses
• Oversee the status and expedite the resolution of all critical incidents
• Create detailed reports for bugs needing investigation by Software Engineering Teams
• Proactively drive cases forward and liaise with other teams for necessary interventions
• Continually enhance personal technical expertise and facilitate knowledge sharing within the team
• Comply strictly with security guidelines, procedures, and best practices

Requirements

• 3+ years of experience in Senior IT Operations Support roles
• Advanced technical administration skills in Linux
• Expertise in interpreting complex logs, including Linux and HTTP
• Profound ability to troubleshoot issues, explaining technical details to both specialists and non-technical stakeholders
• High-level critical thinking skills with a focus on thorough investigation, analysis, interpretation, evaluation, explanation, and problem-solving
• Superior client-facing skills, keen attention to detail, and ability to distinguish between client needs and issues
• Demonstrated track record in drafting comprehensive documentation such as articles, workflows, and procedures tailored to complex issues
• Skills in managing large volumes of work within constrained timelines
• Exceptional time management skills with a proven ability to determine priorities
• Independent, proactive learning approach with excellent multitasking capabilities
• Demonstrated ability to work effectively in a team, build rapport, and mentor junior team members
• Highly motivated with a customer-centric orientation and a commitment to resolving client issues
• Fluency in English (B2+ level), with advanced verbal and written communication skills

Nice to have

• ITIL certification or substantial experience with ITIL based processes
• In-depth knowledge of Javascript and Python (reading and understanding complex code)
• Advanced experience with Gsuite products

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.

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