Product Support Analyst
Publicis Groupe Holdings B.V Bengaluru, Karnataka, India
Information Services · 11-50 employees
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About the role
The Product Support Analyst is responsible for triaging, analyzing, and troubleshooting technical issues for Epsilon's core products. They must document resolution steps, manage stakeholder communication, and ensure all support tickets meet established targets.
What they look for
Requirements
Candidates must hold a bachelor's degree in a computer or engineering-related field and possess at least 4 years of product support experience. Proficiency in RHEL, SQL, scripting languages, and web-based UI troubleshooting is required, along with the willingness to work 24/7 shifts.
Benefits
Full description
Overview
About the Role:
The Product Support Analyst -2 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 working knowledge of RHEL, Oracle DB, SQL, AWS and Shell/Perl scripting, combined with a general understanding of java/.net, networking concepts, ITIL frame work, with stake holder communication and management experience.
Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.
Responsibilities
- Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues.
- Ability to associate priorities, risks with issues logged and actively escalate where required.
- Ability to drive issues to closure through interaction with a wide variety of partners.
- Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution
- Documenting troubleshooting and problem resolution steps, by determining best course of action.
- Ability to learn and adapt to new technologies based on organization needs.
- Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
Qualifications
- Bachelor's Degree in computer or engineering related field (or related field experience).
- Experience in troubleshooting issues related to web-based UI
- Minimum of 4+ years, related Product support engineering experience preferred, working directly with End-user customers
- Hands-on experience in Supporting Application running on Java or .net, with the ability to understand the code.
- Experience (hands-on) of at least one Unix Category OS (Linux, Solaris, SCO, AIX, etc.)
- Working knowledge of GCP, Networking and Communication protocol
- Experience in RDBMS workings, with writing complex SQL queries
- Hand’s on with Shell/Perl Script debugging
- Working knowledge of API, Webhooks
- Knowledge of systems resource and performance analysis, SDLC process and/or functional engineering principles
- Willingness to work in a 24/7 shifts
Additional Information
Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.
Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.
Our pillars aren't just words. They're how we show up every day.
- People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
- Collaboration: We work together, support one another, and collectively achieve goals.
- Growth: There are endless opportunities for growth through learning, development and career advancement.
- Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
- Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.
Our values guide us to create value for our clients, our people and consumers.
- Act with integrity
- Work together to win together
- Innovate with purpose
- Respect all voices
- Empower with accountability
These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.
Epsilon is an Equal Opportunity Employer. Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.
