Epsilon APAC - Senior Product Support Analyst - RHEL

Job Description :

Epsilon is a global leader in data-driven marketing technology. We provide innovative, integrated marketing solutions backed by powerful analytics, automation, and real-time capabilities. Our products and platforms support some of the largest brands in the world, helping them build meaningful customer relationships.

Position Overview :

As a Senior Product Support Analyst, you will be responsible for the technical support of Epsilon's proprietary products. This includes issue analysis, triaging, testing, troubleshooting, and providing effective solutions or workarounds to internal teams or external clients. You will collaborate with development teams, review code for debugging purposes, and contribute to product improvement initiatives.

Key Responsibilities :

• Analyze, troubleshoot, and resolve complex product issues across application, database, and infrastructure layers
• Serve as the point of contact for technical issues and escalations, ensuring timely and professional communication
• Coordinate with internal stakeholders (development, QA, DevOps) for issue resolution and knowledge sharing
• Review Java / .NET code for debugging and issue isolation
• Provide technical workarounds and suggest product enhancements for recurring issues
• Manage and support applications hosted on RHEL, AWS, and integrated with Oracle DB
• Write and debug SQL queries, Shell / Perl scripts, and support API integrations
• Manage and provide advanced support for Databricks clusters and environments
• Document resolutions, support processes, and recurring issue handling playbooks
• Ensure timely ticket closure and compliance with defined SLAs under ITIL framework
• Mentor junior team members and contribute to internal training sessions
• Participate in the Continuous Product Improvement (CPI) process by logging enhancement ideas

Required Skills & Experience :

Preferred Qualifications :

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