Product Support Analyst

Job Summary

The Product Support Analyst -2 is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, providing technical work-arounds and suggestions to clients related 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 framework, and with stakeholder communication and management experience.

Responsibilities

• Understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues.
• Associate priorities, risks with issues logged and actively escalate where required.
• Drive issues to closure through interaction with a wide variety of partners.
• Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution.
• Document 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.

Qualifications

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Experience in troubleshooting issues related to web-based UI.
• Minimum of 4+ years, related Product support engineering experience preferred, working directly with End-user customers.
• 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.).
• Working knowledge of GCP, Networking and Communication protocol.
• Experience in RDBMS workings, with writing complex SQL queries.
• Hands-on with Shell/Perl Script debugging.
• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.