We are looking for a Data Analytics Support Engineer to join our team.
This position involves providing technical support for data analytics software and tools. The ideal candidate will have a strong understanding of programming, data analysis techniques, and customer service skills.
RESPONSIBILITIES Respond, diagnose, resolve and track support queries and community support cases or forum threads Maintain response and resolution speed as defined by SLOs Keep high customer satisfaction scores and follow quality standards in 90% of cases Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis Reactively file issue reports to Customer engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution Execute community management tasks as needed by the business Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features) Keep up with notification and escalation procedures Follow standards for communications with business involving operational issues REQUIREMENTS 2+ years of experience working with support projects and/or a 24x7 environments Advanced English level (B2+/C1) Customer Service and Customer Experience Effective and clear Communication Ability to communicate technical content/advice in a structured manner Skilled in effectively communicate and interact as part of a Global team Mandatory advanced knowledge in the following technologies: Programming in Java or Python Data - analysis techniques Linux / Unix - OS ETL or any cluster tool (hadoop) or distributed computing APIs Web Technologies - HTTP and Authentication SQL or BQL Query execution reading/optimizing NICE TO HAVE Networking TCP/IP troubleshooting IP routing DNS 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
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