Overview About Business Unit SaaSOps manages 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 pioneering the adoption of AI in operations AIOps and has recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences Senior Software Engineer is responsible for providing support to Epsilon s home-grown products This includes analyzing triaging replicating testing solving 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 framework 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 establish relationships and strong Customer focus Serves as customer contact for technical and service related problems Great teammate that is ready to contribute or lead elements of solving 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 the 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 Lead and provide advanced support for Databricks clusters and environments Design develop and troubleshoot SQL queries Python Java scripts and APIs for data integration and analytics Collaborate with data engineers developers and collaborators to address technical challenges Automate workflows and improve processes to enhance operational efficiency RHEL operating system certification preferred A valuable AWS Networking and Communication protocol knowledge Experience in data bricks and writing simple to medium complex SQL queries Shell Perl Scripting experience with a valuable 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 Document support processes standard methodologies and resolution steps for recurring issues Willingness to work in a 24 7 shifts Preferred qualifications Technical AWS Solution Architect Java Certifications or others Expertise in ETL ELT tooling such as Snaplogic databricks Integration Services Informatica Data Pipeline Glue Camunda BPMN or similar frameworks Non-Technical Excellent Analytical and problem-solving skills Ability to diagnose and solve problems quickly Strong time management skills Ability to take full ownership of tasks Behavioural Attributes Great teammate with excellent interpersonal skills Strong verbal and written communication Possess Can-Do attitude to overcome challenges Self-motivated and directed 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 each day using advanced AI and hold many patents of proprietary technology including real-time modeling languages and consumer privacy advancements Thanks 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 create value for our clients our people and consumers We are seeking candidates that align with our company 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 focused on creating a nurturing environment 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 unique 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