**Overview** 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. 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. **Responsibilities** **Essential Duties and 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, 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. **Qualifications** **Knowledge & Experience:** + 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. **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. Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work: + **Act with integrity.** We are transparent and have the courage to do the right thing. + **Work together to win together.** We believe collaboration is the catalyst that unlocks our full potential. + **Innovate with purpose.** We shape the market with big ideas that drive big outcomes. + **Respect all voices.** We embrace differences and foster a culture of connection and belonging. + **Empower with accountability.** We trust each other to own and deliver on common goals. **Because You Matter** YOUniverse. A work-world with you at the heart of it! At Epsilon, we believe people make the place. And everything we do is designed with you in mind. That’s why our work-world, aptly named ‘YOUniverse’ is focused on creating a nurturing environment that elevates your growth, wellbeing and work-life harmony. So, come be part of a people-centric workspace where care for you is at the core of all we do. Take a trip to YOUniverse and explore our unique benefits, here (https://www.epsilon.com/apac/youniverse) **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.