AdTechTalent
Product23 days agoHybrid

Epsilon

Associate Product Support Analyst

product supportRHELOracleSQLAWSShell scriptingPerl scriptingJava.NETUnixAPIWebhooksnetworkingtroubleshootingcustomer support24/7 shifts

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Entry

Years experience

0-2

Location

Bengaluru, India

Full job description

The Product Support Analyst -1 provides support for Epsilon's core products by analyzing, triaging, replicating, testing, troubleshooting, and offering technical workarounds. Requires knowledge of RHEL, Oracle DB, SQL, AWS, Shell/Perl scripting, Java/.NET, networking, and ITIL framework. Responsibilities include resolving customer issues, prioritizing and escalating tickets, driving issue closure, documenting solutions, and adapting to new technologies. Requires 1-2 years of product support experience, familiarity with Unix OS, web UI troubleshooting, SQL queries, API/Webhooks, and willingness to work 24/7 shifts.

What you'll do

  • Analyze, triage, replicate, test, troubleshoot and provide technical workarounds and suggestions for Epsilon’s core product
  • Understand customer issues fully and assist in resolving them
  • Associate priorities and risks with logged issues and escalate as needed
  • Drive issues to closure through stakeholder interaction
  • Contribute, lead, and own elements of troubleshooting and problem resolution
  • Document troubleshooting and resolution steps
  • Learn and adapt to new technologies as needed
  • Ensure tickets meet targets for resolution, escalation, documentation, and completion

Requirements

  • Bachelor's Degree in computer or engineering related field or related field experience
  • 1-2 years related product support engineering experience preferred
  • Experience troubleshooting web-based UI issues
  • Hands-on experience supporting applications running on Java or .NET
  • Experience with at least one Unix OS (Linux, Solaris, SCO, AIX, etc.)
  • Conceptual/working knowledge of AWS, networking, and communication protocols
  • Experience with RDBMS and writing simple SQL queries
  • Hands-on experience with Shell/Perl script debugging
  • Conceptual/working knowledge of API and Webhooks
  • Knowledge of system resource and performance analysis
  • Understanding of SDLC process and/or functional engineering principles
  • Willingness to work 24/7 shifts

Tech stack

RHELOracle DBSQLAWSShell scriptingPerl scriptingJava.NETNetworkingAPIWebhooksUnix

Benefits

Employee well-being focusCollaborative work environmentOpportunities for learning, development, and career advancementInnovation-driven cultureWork-life balance and flexibilityDiversity and inclusion commitment

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