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.

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

• Oversee the response, diagnosis, resolution, and tracking of high-level customer support queries via phone, email, and chat, ensuring adherence to SLOs
• 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

• 7+ 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

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn