Epsilon Recruitment 2026

Epsilon

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1 day ago

Key Responsibilities

As an Associate Product Support Analyst at Epsilon, you will be responsible for triaging, analyzing, and resolving technical product issues reported by end users. Working directly with enterprise customers and internal stakeholders, you will drive technical issues to closure in a 24/7 operating model.
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Understand customer issues in their entirety, conduct root-cause analysis, triage, and resolve technical tickets.
Assign priorities and risk levels to logged tickets, escalating complex issues when necessary.
Collaborate with cross-functional development, infrastructure, and product teams to drive issues to closure.
Document troubleshooting steps, solutions, and best practices in the knowledge base.
Ensure support tickets meet SLA targets for resolution, escalation, and completion.
Adapt to new technical tools, cloud architectures, and emerging technologies as organizational needs evolve.
Understand customer issues in their entirety, conduct root-cause analysis, triage, and resolve technical tickets.
Assign priorities and risk levels to logged tickets, escalating complex issues when necessary.
Collaborate with cross-functional development, infrastructure, and product teams to drive issues to closure.
Document troubleshooting steps, solutions, and best practices in the knowledge base.
Ensure support tickets meet SLA targets for resolution, escalation, and completion.
Adapt to new technical tools, cloud architectures, and emerging technologies as organizational needs evolve.

Skills & Eligibility

Education: Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline (B.E / B.Tech / B.Sc / BCA).
Experience: 1 to 2 years of related product support engineering experience working directly with end-user customers.
Shift Requirement: Readiness to work in 24/7 rotational shifts.
Hands-on troubleshooting experience with web-based UI applications.
Support experience with applications running on Java or .NET, with the ability to read and understand code.
Hands-on operational experience with Unix/Linux operating systems (Linux, Solaris, AIX, etc.).
Hands-on debugging skills with Shell or Perl scripts.
Working knowledge of RDBMS concepts and writing SQL queries.
Conceptual or working knowledge of AWS, networking protocols, APIs, and Webhooks.
Basic knowledge of system performance analysis, resource monitoring, and SDLC processes.
Education: Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline (B.E / B.Tech / B.Sc / BCA).
Experience: 1 to 2 years of related product support engineering experience working directly with end-user customers.
Shift Requirement: Readiness to work in 24/7 rotational shifts.
Hands-on troubleshooting experience with web-based UI applications.
Support experience with applications running on Java or .NET, with the ability to read and understand code.
Hands-on operational experience with Unix/Linux operating systems (Linux, Solaris, AIX, etc.).
Hands-on debugging skills with Shell or Perl scripts.
Working knowledge of RDBMS concepts and writing SQL queries.
Conceptual or working knowledge of AWS, networking protocols, APIs, and Webhooks.
Basic knowledge of system performance analysis, resource monitoring, and SDLC processes.

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