Product Support Specialist

6 days ago


Bengaluru, Karnataka, India Epsilon Full time

Job Description

The Product Support Specialist will provide technical support to Epsilon's homegrown products. This includes analyzing, triaging, replicating, testing, troubleshooting, and providing technical workarounds and suggestions to clients related to Epsilon's core product. The ideal candidate will have significant hands-on experience with RHEL, Oracle DB, SQL, AWS, and Shell/Perl/Ansible, as well as a general understanding of Java/.NET, networking concepts, ITIL framework, and stakeholder communication and management experience.

Key Responsibilities

  • Ability to understand customer issues in their entirety, triage, analyze, troubleshoot, and where possible, assist in resolving customer issues.
  • Ability to associate priorities and 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, determining the best course of action.
  • Ability to learn and adapt to new technologies based on organization needs.
  • Ensure all tickets meet targets for resolution, escalation, documentation, and completion.

Requirements

  • Bachelor's Degree in computer or engineering-related field (or related field experience).
  • Minimum of 3 years related Product Support Engineering experience, working directly with end-user customers.
  • Experience in troubleshooting issues related to web-based UI.
  • Significant hands-on experience in supporting applications 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.
  • Hands-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 24/7 shifts.


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