Chief Support Engineer (Google Cloud Platform)

EPAM Systems, Inc.; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global digital services provider is seeking a Chief Support Engineer to enhance customer satisfaction, manage service-level objectives, and collaborate within diverse teams. The role requires strong customer service experience, effective communication of technical details, and advanced knowledge of Linux/Unix systems, API development, and SQL qualifications. This position offers a comprehensive benefits package, including international mobility, training opportunities, and a supportive work environment that fosters growth and innovation.

Servicios

Career plan and growth opportunities

Unlimited access to LinkedIn learning

International Mobility Plan

Constant training and mentoring

English classes with certified teacher

Support for employee initiatives

Flexible work schedule

Enjoyable working environment

Law benefits (IMSS, INFONAVIT, vacation bonus)

Major medical insurance

Employee Stock Purchase Plan

12 vacation days plus 4 floating days

Relocation bonus

Formación

• 7+ years of relevant experience in support projects or 24x7 settings.
• Background in customer service and enhancing customer experiences.
• Intermediate knowledge of Linux/Unix systems and troubleshooting methods.
• Proficiency in API development and system design principles.
• Qualifications in SQL and prior exposure to industry solutions such as Splunk or Prometheus.

Responsabilidades

• Meet service level objectives for response and resolution times.
• Utilize diagnostic tools to locate root causes of issues.
• Classify problems and document preventative measures.
• Submit issue reports to customer engineers and propose solutions.
• Inform stakeholders about operational challenges.

Conocimientos

Customer service experience

Communication of technical details

Collaboration in global teams

Linux/Unix systems knowledge

API development principles

Understanding of web technologies

Networking concepts

Programming fundamentals

SQL qualifications

Advanced English skills (B2+/C1)

Descripción del empleo

We are seeking a Chief Support Engineer to become a key member of our team.

Responsibilities

• Meet service level objectives for response and resolution times
• Increase customer satisfaction scores by adhering to quality benchmarks
• Utilize diagnostic tools to locate root causes of issues and deliver assessments
• Classify problems and document preventative measures for operational analysis
• Submit issue reports to customer engineers and propose code-level solutions
• Organize community-related tasks aligned with business needs
• Address architectural design requirements unique to customers and propose solutions
• Adhere to established notification and escalation protocols
• Inform stakeholders about operational challenges and developments

Requirements

• 7+ years of relevant experience in support projects or 24x7 settings
• Background in customer service and enhancing customer experiences
• Ability to communicate technical details effectively
• Capability to collaborate within global team environments
• Intermediate knowledge of Linux/Unix systems and troubleshooting methods
• Proficiency in API development and system design principles
• Understanding of web technologies, including HTTP and authentication protocols
• Familiarity with networking concepts and TCP/IP issue resolution
• Competency in programming fundamentals and web troubleshooting techniques
• Qualifications in SQL and prior exposure to industry solutions such as Splunk or Prometheus
• Advanced English skills at a B2+/C1 level

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.