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Product Support Analyst 2
2 months ago
Job Description
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. 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.
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, 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, 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.