Product Support Analyst 2

4 weeks ago

Bengaluru, India Epsilon Full time

Job Description

About BU

The Saas Ops team under Product team forms the crux of our powerful platforms and connects millions of customers to the product magic. This team of innovative thinkers develop and build products that help Epsilon be a market differentiator. They map the future and set new standards for our products, empowered with industry best practices, ML and AI capabilities. The team passionately delivers intelligent end-to-end solutions and plays a key role in Epsilon’s success story.

Why we are looking for you?

Senior Product Support Analyst 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 AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB and Shell/Perl scripting, combined with a general understanding of networking concepts, ITIL framework, with stake holder communication and management experience. Creates solutions by developing, implementing, and maintaining Java/J2EE Cloud (AWS) based components and interfaces.

Why we are looking for you?

Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline. Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with solution to un-block the customer. Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved. Proactive towards taking up the initiatives and implement them with utmost quality.

What will you enjoy in this role?

The Product Support Analyst -2 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 networking concepts, ITIL framework, with stake holder communication and management experience.

What will you do?

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.

Qualifications

Bachelor's Degree in computer or engineering related field (or related field experience). Minimum of 3- 6 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.) Experience (hands-on) in writing SQL queries 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.

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