Overview About Business Unit SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients This function is responsible for product support incident management managed operations and the automation of processes The team has successfully incubated and mainstreamed Site Reliability Engineering SRE as a practice to ensure reliable product operations on a global scale Plus the team is actively leading the adoption of AI in operations AIOps and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences 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 Mid-level expertise of RHEL Oracle DB SQL AWS and Shell Perl scripting combined with an experience to review java net code very good understanding of networking concepts ITIL frame work with excellent stake holder communication and management experience Click here to view how Epsilon transforms marketing with 1 View 1 Vision and 1 Voice Responsibilities Ability to analyze troubleshoot and resolve customer issues Coordinates with various functions within the company to ensure customer requests are handled routed appropriately and in a timely manner by owning issues until closure Good abilities to build relationships and strong Customer focus Serves as customer contact for technical and service related problems Team player that is ready to contribute or lead elements of troubleshooting and problem resolution Ability to deal with stressful situations with colleagues and customers Must have the ability to communicate effectively in English language both verbal and written Documenting troubleshooting and problem resolution steps by determining best course of action Should be able to understand development code for debugging purposes when needed Ability to learn and adapt to new technologies based on organization needs Ensure all tickets meet the targets for resolution escalation documentation completion Train and mentor team members and perform other duties as assigned Track and report issues within the CPI Continuous Product Improvement process to assure proper resolution to ongoing issues Create and report product improvement ideas including functional enhancements and supportability improvements Qualifications Bachelor s Degree in computer or engineering related field or related field experience Minimum of 5 years related Product support engineering experience preferred working directly with End-user customers Support Application running on Java net with the ability to understand the code RHEL operating system certification preferred A good AWS Networking and Communication protocol knowledge Experience in Oracle DB and writing simple to medium complex sql queries Shell Perl Scripting experience with a good knowledge of API Webhooks HTML Above average knowledge in all phases of systems analysis the software development process and or functional engineering principles Should be a self - driven individual and be able to independently handle the assignments Development background in Java or net would be a plus Willingness to work in a 24 7 shifts Additional Information Epsilon is a global data technology and services company that powers the marketing and advertising ecosystem For decades we ve provided marketers from the world s leading brands the data technology and services they need to engage consumers with 1 View 1 Vision and 1 Voice 1 View of their universe of potential buyers 1 Vision for engaging each individual And 1 Voice to harmonize engagement across paid owned and earned channels Epsilon s comprehensive portfolio of capabilities across our suite of digital media messaging and loyalty solutions bridge the divide between marketing and advertising technology We process 400 billion consumer actions every single day using advanced AI and hold many patents of proprietary technology including real-time modeling languages and consumer privacy advancements Tvhanks to the work of every employee Epsilon has been consistently recognized as industry-leading by Forrester Adweek and the MRC Epsilon is a global company with more than 9 000 employees around the world Epsilon has a core set of 5 values that define our culture and guide us to bring value for our clients our people and consumers We are seeking candidates that align with our values demonstrate them and make them meaningful in their day-to-day work Act with integrity We are transparent and have the courage to do the right thing Work together to win together We believe collaboration is the catalyst that unlocks our full potential Innovate with purpose We shape the market with big ideas that drive big outcomes Respect all voices We embrace differences and foster a culture of connection and belonging Empower with accountability We trust each other to own and deliver on common goals Because You Matter YOUniverse A work-world with you at the heart of it At Epsilon we believe people make the place And everything we do is designed with you in mind That s why our work-world aptly named YOUniverse is passionate about crafting a nurturing workplace that elevates your growth wellbeing and work-life harmony So come be part of a people-centric workspace where care for you is at the core of all we do Take a trip to YOUniverse and explore our outstanding benefits here Epsilon is an Equal Opportunity Employer Epsilon 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

📌 Senior Product Support Analyst (Karnataka)
🏢 Epsilon
📍 Karnataka