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Job Description
Structured overview of role & requirementsAbout This Role
Analyze, triage, troubleshoot, and resolve issues for Epsilon's core home-grown products with customer support focus.
Drive issue resolution and escalation by coordinating with various internal teams and stakeholders to meet ticket resolution targets.
Document troubleshooting and problem resolution steps, and adapt to new technologies as required.
Minimum Requirements
Bachelor's degree in computer or engineering related field or equivalent experience.
Minimum 4+ years of product support engineering experience working directly with end-user customers.
Hands-on experience with Java or .net applications, Unix/Linux OS, SQL, Shell/Perl scripting, and basic networking protocols.
Willingness to work in 24/7 shifts.
Ideal Candidate Profile
Experienced in supporting web-based UI applications and able to understand related code to assist troubleshooting.
Skilled in analyzing customer issues comprehensively and managing priorities and escalation appropriately.
Capable of collaborating across teams to own troubleshooting and problem resolution effectively.