CLOUD NETWORK SUPPORT ENGINEER

We are seeking a talented and experienced Cloud Network Support 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 case, 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 region to provide around-the-clock issue resolution for premium customers Follow communication guidelines and security policies when communicating with customer 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 Advance 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 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