Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit epsilon.com. Follow us on Twitter at @EpsilonMktg.

The Product Support Analyst 1 is responsible for providing support to Epsilon's homegrown 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 framework, with stake holder communication and management experience.

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 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 1 - 2 years of related product support engineering experience preferred, working directly with end-user customers
• Experience in troubleshooting issues related to web-based UI
• 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 SQL queries
• Hands on with Shell/Perl Script debugging
• Conceptual/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