Product Support Analyst 1

2 weeks ago

Bengaluru, Karnataka, India Publicis Groupe Full time

Company DescriptionWhen you re one of us you get to run with the best For decades we ve been helping marketers from the world s top brands personalize experiences for millions of people with our cutting-edge technology solutions and services Epsilon s best-in-class identity gives brands a clear privacy-safe view of their customers which they can use across our suite of digital media messaging and loyalty solutions We process 400 billion consumer actions each day and hold many patents of proprietary technology including real-time modeling languages and consumer privacy advancements Thanks to the work of every employee Epsilon India is now Great Place to Work-Certified Epsilon has also been consistently recognized as industry-leading by Forrester Adweek and the MRC Positioned at the core of Publicis Groupe Epsilon is a global company with more than 8 000 employees around the world For more information visit or our page 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 QualificationsKnowledge 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 InformationEpsilon 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

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