Team Lead – Cloud Systems Support (Fluent Japanese & English)

Austin, TX, USA

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 25,900+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Team Lead - Cloud Systems Support (Fluent Japanese & English). Scroll down to learn more about the position’s responsibilities and requirements.

What You’ll Do

  • Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner;
  • Provide support to customers using Cloud Platform products, solutions and APIs;
  • Provide technical assistance and support as part of a global 24x5-support organization;
  • Work closely with engineers and product managers to improve the product and make our customers successful;
  • Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams;
  • Provide technical and developer support to customers using Cloud Platform products, solutions and APIs;
  • Follow notification and escalation procedures;
  • Follow standards for communications with business involving operational issues;
  • Control the queue and assist agents with case queries;
  • Be subject matter expert to other agents;
  • Share knowledge and educate the agents with product updates and best practices.

What You Have

  • 5+ years of providing support to Cloud Provider (AWS, VMware, etc.) customers;
  • Fluent in Japanese & English;
  • Strong knowledge of Linux/UNIX and Windows Server;
  • Familiarity with customer management tools such as Salesforce, ZenDesk, etc;
  • Familiarity with multi-tasking and multi-processing;
  • Experience with VMs (VMware, Amazon EC2, Google Compute Engine, etc.);
  • Ability to setup monitoring, conduct performance audit and performance optimization;
  • Strong understanding of administration (user accounts, permission models, access control);
  • Familiarity with networking (NAT, DNS, firewalls, basic routing, load balancing, etc.);
  • Experience troubleshooting Linux performance (CPU, memory, I/O);
  • Strong troubleshooting skills and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace);
  • Ability to design, deploy, follow, explain and enhance defined ITIL/ITSM processes;
  • Knowledge of Software development processes and methodologies;
  • Familiarity with SQL, Cloud Computing, BigQuery, Cloud Storage and CloudSQL;
  • Strong business ownership and customer focus;
  • Ability to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement.

What We Offer

  • Medical, Dental and Vision Insurance (Subsidized);
  • Health Savings Account;
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter);
  • Short-Term and Long-Term Disability (Company Provided);
  • Life and AD&D Insurance (Company Provided);
  • Employee Assistance Program;
  • Matched 401(k) Retirement Savings Plan;
  • Paid Time Off;
  • Legal Plan and Identity Theft Protection;
  • Accident Insurance;
  • Employee Discounts;
  • Pet Insurance.