Senior Product Support Analyst

Overview
About Business Unit:
SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients. This function is responsible for product support, incident management, managed operations and the automation of processes. The team has successfully incubated and mainstreamed Site Reliability Engineering (SRE) as a practice, to ensure reliable product operations on a global scale. Plus, the team is actively leading the adoption of AI in operations (AIOps) and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.

Senior Product Support Analyst 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 Mid-level expertise of RHEL, Oracle DB, SQL, AWS and Shell/Perl scripting, combined with an experience to review java/.net code, very good understanding of networking concepts, ITIL frame work, with excellent stake holder communication and management experience.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

• Ability to analyze, troubleshoot and resolve customer issues.
• Coordinates with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure.
• Good abilities to build relationships and strong Customer focus
• Serves as customer contact for technical and service related problems
• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in English language both verbal and written
• Documenting troubleshooting and problem resolution steps, by determining best course of action.
• Should be able to understand development code for debugging purposes when needed.
• Ability to learn and adapt to new technologies based on organization needs
• Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
• Train and mentor team members and perform other duties as assigned.
• Track and report issues within the CPI (Continuous Product Improvement) process to assure proper resolution to ongoing issues.
• Create and report product improvement ideas including functional enhancements and supportability improvements.

Qualifications

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Minimum of 5 years related Product support engineering experience preferred, working directly with End-user customers.
• Support Application running on Java/.net, with the ability to understand the code.
• RHEL operating system (certification preferred)
• A good AWS, Networking and Communication protocol knowledge
• Experience in Oracle DB and writing simple to medium complex sql queries
• Shell/Perl Scripting experience with a good knowledge of API, Webhooks & HTML.
• Above average knowledge in all phases of systems analysis, the software development process and/or functional engineering principles
• Should be a self - driven individual and be able to independently handle the assignments.
• Development background in Java or .net would be a plus.
• Willingness to work in a 24/7 shifts.

Additional Information
Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we've provided marketers from the world's leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon's comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We've created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation-shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer.
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.