Product Support Analyst

About Business Unit:

SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients. This function is responsible for product support, incident management, managed operations and the automation of processes. The team has successfully incubated and mainstreamed Site Reliability Engineering (SRE) as a practice, to ensure reliable product operations on a global scale. Plus, the team is actively leading the adoption of AI in operations (AIOps) and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.

The Product Support Analyst is responsible for overseeing and providing advanced technical support for Epsilon’s proprietary products. This role involves leading the investigation, analysis, replication, testing, and resolution of complex technical issues related to Epsilon’s core platform. The position requires expertise in AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB, and Shell/Perl scripting, along with a solid understanding of networking concepts and ITIL frameworks. As a senior technical escalation point, the Senior Product Support Analyst drives issue resolution, optimises support processes, and collaborates with multi-functional teams to enhance product reliability. This role also involves stakeholder communication and management, ensuring timely updates and strategic recommendations for continuous improvement. Additionally, the individual contributes to solution development by designing, implementing, and maintaining Java/J2EE cloud-based (AWS) components and integrations.

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Responsibilities:

• Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline.
• Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with solution to un-block the customer.
• Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved.
• Proactive towards taking up the initiatives and implement them with utmost quality.
• Identify the pain areas in resolving the customer areas and come up with the plan to automate the resolution process thus reducing the turnaround time.
• Automation of deployment, customization, upgrades, and monitoring through DevOps tools meant for Cloud management.
• Work with multi-functional teams during crisis to address and resolve complex incidents.
• 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.
• Great teammate who is ready to contribute, lead and own elements of solving 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.
• Collaborate with developers, product manager, business analysts and business users in conceptualizing, estimating, and developing new software applications and enhancements.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to contribute to job accomplishments.

Qualifications:

• Bachelor’s degree in computer science or a related technical subject area with 2-5 years’ experience and hands on development.
• Solid Experience in the following technologies: -
• Core Java and Enterprise Java Technologies (J2EE technologies (Servlets, Java scripts, JPA and Web/UI technologies, Angular, CSS/HTML)), Micro services
• Cloud: Full understanding of AWS Cloud Infrastructure.
• Big Data, Ecosystems: Kafka, HBASE, Hadoop, Spark
• Experience (hands-on) in writing SQL queries
• Conceptual/working knowledge of API, Webhooks
• Spring IO, Spring MVC, Spring Hibernate, Spring Boot, web architectural and design patterns
• Hive/Flume/FluentD/Logstash/Elastic search, Spark Streaming/Batch Analytics processing
• Continuous Integration: Jenkins, AWS CodeDeploy, GoCD, Nexus etc.
• Configuration & Automation: Ansible, Hashicorp Terraform etc.
• Containers: Kubernetes, Docker, ACS, AKS, Service Mesh
• Code Security: Veracode, Sonar Cube etc.
• Source Control: GIT, Bitbucket
• Build: Maven, Gradle
• Scripting/Language: Shell Scripting, Python and Java
• Monitoring: Cloud Watch, Cloud Trail, Kibana, Graphana
• Experience with profiling, code coverage, logging, common IDE’s and other development tools.
• Good understanding of Agile Methodologies – SCRUM and Strong communication skills (verbal and written).
• Ability to work within tight deadlines and effectively prioritize and implement tasks in a high-pressure environment.
• Solid understanding of software security practices including user authentication and authorization, data validation and an understanding of common DOS and SQL injection techniques.
• Ability to suggest usage design patterns and algorithms while following the standard processes of software development
• Connection and Thread pools, memory management and configuration, balancing and scaling systems, tuning for scale and performance, security, and quality.
• Knowledge of systems resource and performance analysis, SDLC process and/or functional engineering principles

Preferred qualifications:

• Technical
• AWS Solution Architect, Java Certifications, or others.
• Expertise in ETL/ELT tooling such as Snaplogic, databricks, Integration Services, Informatica, Data Pipeline, Glue, Camunda BPMN or similar frameworks.
• Non-Technical
• Excellent Analytical and problem-solving skills
• Ability to diagnose and solve problems quickly
• Strong time management skills
• Ability to take full ownership of tasks
• Behavioral Attributes:
• Great teammate with excellent interpersonal skills
• Strong verbal and written communication
• Possess Can-Do attitude to overcome challenges
• Self-motivated and directed