Client Support Engineer

Publicis Groupe; Bengaluru; On-site; INR 500,000 - 900,000; Full time

Job summary

Publicis Groupe in Bengaluru is seeking a Client Support Engineer to deliver and monitor production processes, troubleshoot incidents, and communicate technical issues clearly. The role requires reading technical specs, validating data extracts, and supporting troubleshooting across environments.

You will monitor program execution, manage alerts, and create/track incident tickets to closure, while aligning with SLAs. Strong SQL, UNIX/Linux, and scripting skills are essential for success.

Qualifications

• Bachelor's degree in science or engineering.
• 2–5 years of Production Support work experience.

Responsibilities

• Monitor and verify program execution, identification and communication of processing variance and potential issues.
• Manage Production alerts and take necessary action as per the run-book.
• Create incident tickets and follow-up until closure as per SOP.
• Maintain and adhere production schedules, including ad-hoc requests.
• Troubleshoot failures and determine best course of action.
• Document operational activities (KEDB, reports, troubleshooting steps).
• Perform Production Trend analysis and root cause analysis of issues.

Skills

SQL

UNIX/Linux

Windows

Perl scripting

Scheduling tools

Communication

Analytical skills

English proficiency

Education

Bachelor's degree in science or engineering

Tools

IIS

Apache

Tomcat

Job description

Overview

The “Client Support Engineer” is responsible for delivering and monitoring production processes as well as for managing production incidents. This includes troubleshooting and escalation of incidents and anomalies in processing. The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments.

Responsibilities

• Monitor and verify program execution, identification and communication of processing variance (e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Team member communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Alignment
• Flexible to work in shifts ( APAC, EMEA, NA)
• Assist with restores and backup requests
• Production Trend analysis & Root cause analysis of the issues
• Ability to handle operational activities across accounts and Domains

Qualifications

• Bachelor's degree in science or engineering
• 2-5 years of Production Support work experience

Essential skills and experience:

• Good communication, interpersonal, and analytical skills
• Ability to clearly communicate technical problems verbally and in written form
• Good Understanding of SQL and scheduling
• Familiarity/Experience with UNIX, LINUX, Windows environments
• Hands on experience in Unix/PERL scripting
• Familiarity with scheduling and job monitoring tools
• Professional proficiency in English

Desirable skills and experience:

• Good understanding of Operational standards (ITIL framework)
• Good time management
• Knowledge of MS Office
• Eagerness to learn new technologies and domains.
• Detail oriented and ability to multi-task
• Good Teammate
• Quick learner in a fast paced and challenging work environment
• Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)

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.