We are seeking a talented and experienced Cloud Infra Security Engineer to join our global 24x7 support organization.
In this role, you will provide technical assistance and support to our clients via email, chat, and telephone and collaborate with engineers and subject matter experts to resolve complex cross-domain technical issues. Your expertise will contribute to customer satisfaction by ensuring prompt and effective resolution of network-related challenges within cloud environments.
Responsibilities
Provide technical assistance and support over e-mail, chat and phone as part of a global 24x7-support organization
Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root cause, and resolve the issue to the satisfaction of customer
Handle escalation from customer and lead to satisfactory resolution
Co-work with engineers across technical and product domains to resolve complex cross-domain issues
Consult with senior engineers and subject matter experts (SME) to accelerate problem resolution
Hand-off or take-over cases to/from other geographical regions to provide around-the-clock issue resolution for premium customers
Follow communication guidelines and security policies when communicating with customers
Categorize support requests for support and service analytics
Produce support documents, perform knowledge sharing and training
Keep technical skills up to date with latest cloud technologies
Work in a hybrid model (3 days on-site, 2 days at home)
Requirements
5 + years of relevant professional experience
Familiarity with all basic Networking tools (TCP/IP, routing, firewalls, related troubleshooting tools)
Experience in the implementation, configuration, maintenance and support of a cloud network
In-depth knowledge of cloud-based delivery models
Proven track record in coding, solution definition, project management/execution, change/risk management
Work experience from large, international companies and have dealt with or worked for global service providers
Expert in configuring enterprise or service provider grade network
Advanced Linux/Unix skills
Scripting (Bash, Shell, or Python)
Basic proficiency in SQL
General cloud security best practices
Cyber security risks
Hands-on development experience in Java or Python
Fluent English communication skills at a B2+ level
Availability for occasional weekend support
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 vacation days plus 4 floating days
Official Mexican holidays, plus 5 extra holidays (Maundy 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.
By applying to our role, you are agreeing that your personal data may be used as set out in EPAM's Privacy Notice and Policy.
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