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Job Description
Structured overview of role & requirementsAbout This Role
Provide technical support including triaging, analyzing, troubleshooting, replicating, and testing issues for Epsilon's core home-grown products.
Manage issue prioritization, risk association, escalation, and drive resolution through coordination with multiple partners and stakeholders.
Document troubleshooting and resolution processes; ensure adherence to ticket resolution and escalation SLAs, including working in 24/7 shift rotations.
Minimum Requirements
Bachelor's degree in computer science, engineering, or related field, or equivalent experience.
Minimum 4+ years of product support engineering experience working directly with end-user customers.
Hands-on experience with Unix-based OS (Linux, Solaris, etc.), RHEL, Oracle DB, SQL, Shell/Perl scripting, Java or .NET application support, and knowledge of networking protocols and API/Webhooks.
Work Experience Required: Minimum 4+ years in related product support engineering role.
Ideal Candidate Profile
Experienced in troubleshooting web-based UI issues and supporting applications built on Java or .NET with basic code understanding.
Familiar with systems resource and performance analysis, SDLC processes, and ITIL framework for stakeholder management and escalation.
Capable of independently managing customer issues from triage through closure, and working effectively in a 24/7 shift-based global technology support environment.