AdTechTalent
Product15 days agoHybrid

Epsilon

Product Support Analyst

RHELOracleSQLAWSShell scriptingPerlJava.NETAPIWebhooksHTMLproduct supporttroubleshootingITILnetworkingcustomer support

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Bengaluru, India

Full job description

Product Support Analyst responsible for supporting Epsilon's core products by analyzing, troubleshooting, replicating, testing, and providing technical workarounds. Requires mid-level expertise in RHEL, Oracle DB, SQL, AWS, Shell/Perl scripting, and ability to review Java/.NET code. Must understand networking concepts and ITIL framework. Responsibilities include resolving customer issues, coordinating with internal teams, owning issues until closure, documenting resolutions, mentoring team members, and contributing to product improvements. Requires bachelor's degree or equivalent experience, 3-4 years product support experience, knowledge of Java/.NET applications, RHEL, AWS, Oracle DB, scripting, and willingness to work 24/7 shifts.

What you'll do

  • Analyze, troubleshoot and resolve customer issues
  • Coordinate with various functions to ensure timely handling and routing of customer requests
  • Own issues until closure
  • Build relationships and maintain strong customer focus
  • Serve as customer contact for technical and service related problems
  • Contribute or lead troubleshooting and problem resolution efforts
  • Communicate effectively in English, both verbal and written
  • Document troubleshooting and problem resolution steps
  • Understand development code for debugging purposes when needed
  • Learn and adapt to new technologies based on organizational needs
  • Ensure all tickets meet targets for resolution, escalation, documentation and completion
  • Train and mentor team members
  • Track and report issues within Continuous Product Improvement (CPI) process
  • Create and report product improvement ideas including functional enhancements and supportability improvements

Requirements

  • Bachelor's Degree in computer or engineering related field or related field experience
  • 3 to 4 years related product support engineering experience working directly with end-user customers
  • Support applications running on Java/.NET with ability to understand code
  • Experience with RHEL operating system (certification preferred)
  • Good knowledge of AWS, networking and communication protocols
  • Experience in Oracle DB and writing simple to medium complex SQL queries
  • Shell/Perl scripting experience with good knowledge of API, Webhooks & HTML
  • Above average knowledge in systems analysis, software development process and/or functional engineering principles
  • Self-driven and able to independently handle assignments
  • Development background in Java or .NET is a plus
  • Willingness to work in 24/7 shifts

Tech stack

RHELOracle DBSQLAWSShell scriptingPerl scriptingJava.NETAPIWebhooksHTML

Benefits

Opportunities for growth through learning, development and career advancementFocus on employee well-beingCollaborative work environmentFlexibility to balance work and personal lifeInclusive and diverse workplace

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