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Job Description
Structured overview of role & requirementsAbout This Role
Provide technical support for Epsilon's core homegrown products including issue analysis, triaging, replication, and troubleshooting.
Manage and resolve customer issues including driving critical P1/P2 problem resolution and escalation processes.
Document troubleshooting steps and maintain ticket resolution standards while coordinating with various internal partners.
Minimum Requirements
Bachelor's degree in computer science, engineering, or related field (or relevant experience).
Minimum 5 years of product support engineering experience working directly with end-user customers.
Hands-on experience with RHEL, Oracle DB, SQL, AWS, Shell/Perl/Ansible scripting, Java or .NET application support, Unix/Linux/Windows servers.
Willingness to work 24/7 shifts; ability to manage critical incident OCC bridges.
Ideal Candidate Profile
Strong technical troubleshooting skills across multiple platforms including Java/.NET apps, cloud (AWS/Azure), networking, and databases.
Experience with vulnerability remediation, patch management, and ITIL framework practices.
Capable of owning complex technical issues end-to-end and driving them to resolution collaborating cross-functionally.