Senior Product Support Analyst

Publicis Groupe; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Publicis Groupe is looking for a Senior Product Support Analyst in Bengaluru, India. This role involves providing support for Epsilon's products, troubleshooting issues, and ensuring effective communication with clients.

Ideal candidates will have a Bachelor's degree in a relevant field and a minimum of five years of experience in product support, especially with Java/.NET applications. The position requires strong problem-solving skills and the ability to work in a 24/7 shift environment.

Qualifications

• Minimum of 5 years related product support engineering experience preferred.
• Good knowledge of API, Webhooks & HTML.
• Ability to understand development code for debugging purposes.

Responsibilities

• Analyze, troubleshoot and resolve customer issues.
• Coordinate with various functions to ensure customer requests are handled.
• Document troubleshooting and problem resolution steps.

Skills

RHEL

Oracle DB

SQL

AWS

Shell/Perl scripting

Java/.NET

Networking concepts

ITIL framework

Stakeholder communication

Education

Bachelor's Degree in computer or engineering related field

Job description

Overview

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.

Senior Product Support Analyst is responsible for providing support to Epsilon's home‑grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, providing technical work‑around and suggestions to clients, pertaining to Epsilon’s core product. A mid‑level expertise of RHEL, Oracle DB, SQL, AWS and Shell/Perl scripting, combined with an experience to review Java/.NET code, very good understanding of networking concepts, ITIL framework, with excellent stakeholder communication and management experience.

Responsibilities

• Ability to analyze, troubleshoot and resolve customer issues.
• Coordinates with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure.
• Good abilities to build relationships and strong customer focus.
• Serves as customer contact for technical and service related problems.
• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution.
• Ability to deal with stressful situations with colleagues and customers.
• Must have the ability to communicate effectively in English language both verbal and written.
• Documenting troubleshooting and problem resolution steps, by determining best course of action.
• Should be able to understand development code for debugging purposes when needed.
• Ability to learn and adapt to new technologies based on organization needs.
• Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
• Train and mentor team members and perform other duties as assigned.
• Track and report issues within the CPI (Continuous Product Improvement) process to assure proper resolution to ongoing issues.
• Create and report product improvement ideas including functional enhancements and supportability improvements.

Qualifications

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Minimum of 5 years related product support engineering experience preferred, working directly with end‑user customers.
• Support Application running on Java/.NET, with the ability to understand the code.
• RHEL operating system (certification preferred).
• A good AWS, networking and communication protocol knowledge.
• Experience in Oracle DB and writing simple to medium complex SQL queries.
• Shell/Perl scripting experience with good knowledge of API, Webhooks & HTML.
• Above average knowledge in all phases of systems analysis, the software development process and/or functional engineering principles.
• Should be a self‑driven individual and be able to independently handle the assignments.
• Development background in Java or .NET would be a plus.
• Willingness to work in a 24/7 shift.

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.