Positioned at Publicis Groupe's core, Epsilon is a leader in interaction management, empowering brands to transform ordinary customer experiences into meaningful, human experiences. Through a connected suite of products and services, Epsilon combines leading-edge identity management, industrial strength data and technology expertise with big brand acumen gained over five decades working with the industry’s top brands. Our human-powered, data-led marketing delivers unmatched depth, breadth and scale to help brands turn meaningful human interactions into exceptional business outcomes. For more information, visit us at https://india.epsilon.com/

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The Product Support Engineer-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. Significant hands-on and understanding of RHEL, Oracle DB, SQL, AWS and Shell/Perl/Ansible combined with a general understanding of java/.net, networking concepts, ITIL frame work, with stake holder communication and management experience.

• 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, replicate and actively escalate where required.
• Ability to drive issues to closure through interaction with a wide variety of stakeholders. 
• 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.

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Minimum of 3 years related Product support engineering experience preferred, working directly with End-user customers 
• Experience in troubleshooting issues related to web-based UI
• Significant 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.) 
• Conceptual/working knowledge of AWS, Networking and Communication protocol.
• Experience in RDBMS workings, with writing simple to medium complex sql queries
• Hand’s on with Shell/Perl Scripting
• Conceptual/working knowledge of API, Webhooks
• Knowledge of systems resource and performance analysis, SDLC process and/or functional engineering principles
• Knowledge of Windows/Unix architecture, HTML, XML and an exposure of the ETL tool, Ansible is a big plus.
• Development background in Java or .net would be a plus.
• Willingness to work in a 24/7 shifts.