Product Support Analyst

The Product Support Analyst -1, is responsible for providing support to Epsilon's home grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilon’s core product. A working knowledge of RHEL, Oracle DB, SQL, AWS and Shell/Perl scripting, combined with a general understanding of java/.net, networking concepts, ITIL frame work, with stake holder communication and management experience.

Essential Duties and Responsibilities:

• Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues.\
• Ability to associate priorities, risks with issues logged and actively escalate where required.
• Ability to drive issues to closure through interaction with a wide variety of stakeholders.
• Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution
• Documenting troubleshooting and problem resolution steps, by determining best course of action.
• Ability to learn and adapt to new technologies based on organization needs.
• Ensure all tickets meet the targets for resolution, escalation, documentation & completion.

Requirements

Knowledge & Experience:

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Minimum of 1-2 years related Product support engineering experience preferred, working directly with End-user customers
• Experience in troubleshooting issues related to web based UI
• Hands-on experience in Supporting Application running on Java or .net, with the ability to understand the code.
• Experience (hands-on) of at least one Unix Category OS (Linux, Solaris, SCO, AIX, etc.)
• Conceptual/working knowledge of AWS, Networking and Communication protocol.
• Experience in RDBMS workings, with writing simple sql queries
• Hand’s on with Shell/Perl Script debugging
• Conceptual/working knowledge of API, Webhooks
• Knowledge of systems resource and performance analysis, SDLC process and/or functional engineering principles
• Willingness to work in a 24/7 shifts.

Additional information

Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.