AdTechTalent
Programmatic4 days agoHybrid

Epsilon

Client Support Engineer

production supportSQLUNIXLINUXPERLschedulingjob monitoringincident managementITILroot cause analysisprogrammaticclient supportIISApacheTomcat

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Bengaluru, India

Full job description

The Client Support Engineer is responsible for delivering and monitoring production processes and managing production incidents including troubleshooting and escalation. The role requires clear communication of technical issues, reading technical specifications, validating data extracts and reporting, and assisting in troubleshooting across multiple environments. Responsibilities include monitoring program execution, managing production alerts, creating incident tickets, maintaining production schedules, stopping/starting system processes, troubleshooting failures, internal communications, documenting operational activities, SLA alignment, shift work across APAC, EMEA, NA, assisting with restores/backups, production trend and root cause analysis, and handling operational activities across accounts and domains. Requirements include a Bachelor’s degree in science or engineering, 2-5 years production support experience, good communication and analytical skills, proficiency in SQL, UNIX/Linux/Windows environments, PERL scripting, scheduling and job monitoring tools, and professional English. Desirable skills include ITIL knowledge, time management, MS Office, eagerness to learn, detail orientation, teamwork, and familiarity with hosting technologies (IIS, Apache, Tomcat).

What you'll do

  • Monitor and verify program execution, identify and communicate processing variances and potential issues
  • Manage production alerts and take necessary actions as per run-book
  • Create incident tickets and follow-up until closure as per Standard Operational Procedure
  • Maintain and adhere to production schedules including ad-hoc requests
  • Stop and start system processes
  • Troubleshoot failures and determine best course of action
  • Communicate internally with team members regarding daily production cycles
  • Document all operational activities including Known Error Database, reports, troubleshooting steps, operation manual, and important mail communications
  • Align with SLA requirements
  • Work flexible shifts covering APAC, EMEA, NA time zones
  • Assist with restores and backup requests
  • Perform production trend analysis and root cause analysis of issues
  • Handle operational activities across accounts and domains

Requirements

  • Bachelor’s degree in science or engineering
  • 2-5 years of Production Support work experience
  • Good communication, interpersonal, and analytical skills
  • Ability to clearly communicate technical problems verbally and in written form
  • Good Understanding of SQL and scheduling
  • Familiarity/Experience with UNIX, LINUX, Windows environments
  • Hands on experience in Unix/PERL scripting
  • Familiarity with scheduling and job monitoring tools
  • Professional proficiency in English
  • Good understanding of Operational standards (ITIL framework) - desirable
  • Good time management - desirable
  • Knowledge of MS Office - desirable
  • Eagerness to learn new technologies and domains
  • Detail oriented and ability to multi-task
  • Good teammate
  • Quick learner in a fast paced and challenging work environment
  • Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants) - desirable

Tech stack

SQLUNIXLINUXWindowsPERL scriptingIISApacheTomcatscheduling toolsjob monitoring toolsMS Office

Benefits

Opportunities for growth through learning, development and career advancementFlexible work-life balanceCollaborative and people-centric work environmentInnovation-driven culture

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