We are seeking a detail-oriented and proactive Product Support Analyst -1 to join our team. In this role, you will provide critical support for Epsilon's proprietary products. Your responsibilities will include analyzing, triaging, and troubleshooting issues, and offering technical workarounds and recommendations to clients. This position demands a blend of technical expertise in RHEL, Oracle DB, SQL, AWS, Shell/Perl scripting, and a solid understanding of Java/.NET and networking concepts.
Key Responsibilities
- Issue Management. Understand, triage, analyze, and troubleshoot customer issues comprehensively. Prioritize and escalate issues as necessary to ensure timely resolution.
- Stakeholder Interaction. Drive issue resolution through effective communication with various stakeholders. Document troubleshooting steps and solutions.
- Technical Support. Provide hands-on support for applications running on Java or .NET platforms. Debug and analyze Shell/Perl scripts.
- Learning & Adaptation. Stay updated with new technologies and adapt to organizational needs. Ensure all support tickets are resolved, escalated, documented, and completed within set targets.
Qualifications
- Educational Background. Bachelor’s Degree in Computer Science, Engineering, or a related field.
- Experience. 1-2 years of experience in product support engineering, preferably with direct end-user interaction.
Technical Skills
- Experience in troubleshooting web-based UI issues.
- Proficient in supporting Java or .NET applications.
- Hands-on experience with Unix-based OS (Linux, Solaris, SCO, AIX, etc.).
- Knowledge of AWS, networking, and communication protocols.
- Experience with RDBMS and SQL queries.
- Proficiency in Shell/Perl script debugging.
- Familiarity with API and Webhooks.
- Soft Skills. Strong problem-solving abilities, effective communication, and a team-oriented mindset.
Additional Information
Epsilon is dedicated to fostering a diverse and inclusive workplace. We actively seek to recruit, engage, and retain individuals from diverse backgrounds, including women, people of color, LGBTQ+ individuals, people with disabilities, and other underrepresented groups.