Product Support Analyst

About BU :

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 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.

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Responsibilities

Essential Duties and 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

Great teammate 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

Knowledge & Experience :

Bachelor's Degree in computer or engineering related field (or related field experience).

Minimum of 2-5 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.