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 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.