Senior Product Support Analyst

Job Summary

Overview About the Role: The Senior, Product Support Analyst, is responsible for providing support to Epsilons 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.

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, replicate 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.
• 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.

Qualifications

• Bachelors 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.
• 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 Unix ,Linux,Windows Servers.
• Conceptual/working knowledge of AWS, Azure,Networking and Communication protocol.
• Experience in RDBMS workings, with writing simple to medium complex sql queries.
• Hand s on with Shell/Perl Scripting.
• Vulnerability remediation and patch management.
• Conceptual/working knowledge of API, Webhooks.
• Development background in Java or .net would be a plus.
• Should be capable of managing critical P1/P2 OCC Bridges.
• 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.