Product Support Specialist

3 weeks ago


Bengaluru, Karnataka, India Epsilon Full time

Job Overview

The Product Support Specialist will provide expert technical support to Epsilon's homegrown products, working closely with stakeholders to analyze, troubleshoot, and resolve complex issues. This role requires a strong understanding of RHEL, Oracle DB, SQL, AWS, and Shell/Perl/Ansible, as well as general knowledge of Java/.net, networking concepts, and ITIL frameworks.

Key Responsibilities

  1. Provide timely and effective technical support to customers, including troubleshooting, analysis, and resolution of complex issues.
  2. Collaborate with stakeholders to identify and prioritize issues, and work closely with development teams to resolve defects.
  3. Document and maintain accurate records of support activities, including troubleshooting steps and resolutions.
  4. Stay up-to-date with the latest technologies and tools, and adapt to changing organizational needs.
  5. Ensure all tickets meet targets for resolution, escalation, documentation, and completion.

Requirements

To be successful in this role, you will need:

  • Bachelor's degree in computer or engineering-related field (or related field experience).
  • Minimum of 3 years related Product support engineering experience, preferably working directly with end-user customers.
  • Significant hands-on experience in supporting applications running on Java or .net, with the ability to understand code.
  • Experience in troubleshooting issues related to web-based UI.
  • Hands-on experience with Shell/Perl scripting, and a working knowledge of AWS and networking concepts.
  • Ability to learn and adapt to new technologies based on organizational needs.


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