Product Support Analyst

The Product Support Analyst-2, 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. Significant hands-on and understanding of RHEL, Oracle DB, SQL, AWS and Shell/Perl/Ansible 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, replicate 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 3 years related Product support engineering experience preferred, working directly with End-user customers
• Experience in troubleshooting issues related to web based UI
• Significant 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 to medium complex sql queries
• Hand’s on with Shell/Perl Scripting
• Conceptual/working knowledge of API, Webhooks
• Knowledge of systems resource and performance analysis, SDLC process and/or functional engineering principles
• Knowledge of Windows/Unix architecture, HTML, XML and an exposure of the ETL tool, Ansible is a big plus.
• Development background in Java or .net would be a plus.
• 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.