Overview

About the Role:

The 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. 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.

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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 partners.

• 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 5 years related Product support engineering experience preferred, working directly with End-user customers

• Experience in troubleshooting issues related to web based UI

• Significant hands-on experience in Supporting Application running on Java or .net, with the ability to understand the code.

• Experience (hands-on) of Unix ,Linux,Windows Servers

• Conceptual/working knowledge of AWS, Azure,Networking and Communication protocol.

• Experience in RDBMS workings, with writing straightforward to med

📌 Senior Product Support Analyst (Bengaluru)
🏢 Publicis Groupe Holdings
📍 Bengaluru