Epsilon
Overview
Support Engineer role at Epsilon. SaaSOps Support manages post-production support and the overall experience of Epsilon PeopleCloud products for global clients. This function is responsible for product support and incident management. The team incorporates Site Reliability Engineering (SRE) practices to ensure reliable product operations on a global scale and is advancing AI in operations (AIOps) with AI-driven self-service capabilities to enhance operational efficiency and client experiences. The engineer is responsible for providing support to Epsilon's home-grown products, including analyzing, triaging, replicating, testing, solving, providing technical workarounds, and offering suggestions to clients related to Epsilon’s core product. A mid-level expertise in Oracle DB, SQL, AWS and Python scripting, combined with a good understanding of networking concepts, ITIL framework, and excellent stakeholder communication, is expected. What You’ll Achieve
Ability to analyze, troubleshoot and resolve customer issues. Coordinate with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure. Establish relationships with customers and maintain strong customer focus. Serve as customer contact for technical and service-related problems. Contribute as a strong teammate and lead elements of problem resolution when needed. Handle stressful situations with colleagues and customers. Communicate effectively in English (verbal and written). Document troubleshooting and problem resolution steps, determining the best course of action. Understand development code for debugging purposes when needed. Learn and adapt to new technologies based on organizational needs. Ensure all tickets meet targets for resolution, escalation, documentation, and completion. Train and mentor team members and perform other duties as assigned. Track and report issues within the CPI (Continuous Product Improvement) process to ensure proper resolution to ongoing issues. Create and report product improvement ideas including functional and supportability enhancements. What You’ll Bring With You
Bachelor's Degree in computer or engineering related field (or related field experience). Minimum of 2 years related Product support engineering experience preferred, working directly with end-user customers. Experience/Support for Databricks clusters and environments. Develop and troubleshoot SQL queries, Python scripts, and APIs for data integration and analytics. Collaborate with data engineers, developers, and collaborators to address technical challenges. Good AWS, networking and communication protocol knowledge. Experience in Databricks and writing simple to medium complex SQL queries. Python scripting experience with a solid knowledge of APIs. Strong understanding of systems analysis, software development processes, and engineering principles. Self-driven and capable of independently handling assignments. Document support processes, standard methodologies, and resolution steps for recurring issues. Ability to diagnose and solve problems quickly. Strong time management skills with the ability to take full ownership of tasks. Excellent verbal and written communication skills and a collaborative attitude. Willingness to participate in on-call rotations. Why You Might Stand Out From Other Talent
Ability to diagnose and solve problems quickly. Strong time management skills. Ability to take full ownership of tasks. Compensation and Benefits
Base Salary: $62,250 - $103,750. Actual compensation within the range is dependent on the individual's skills, experience, qualifications, location, and applicable employment laws. Salary ranges may be modified at any time. Additional Information
Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on protected characteristics. Epsilon will provide accommodations for applicants needing accommodations to complete the application process. For San Francisco Bay and Los Angeles Areas: Epsilon will consider qualified applicants with criminal histories in a manner consistent with applicable local ordinances.
#J-18808-Ljbffr
Support Engineer role at Epsilon. SaaSOps Support manages post-production support and the overall experience of Epsilon PeopleCloud products for global clients. This function is responsible for product support and incident management. The team incorporates Site Reliability Engineering (SRE) practices to ensure reliable product operations on a global scale and is advancing AI in operations (AIOps) with AI-driven self-service capabilities to enhance operational efficiency and client experiences. The engineer is responsible for providing support to Epsilon's home-grown products, including analyzing, triaging, replicating, testing, solving, providing technical workarounds, and offering suggestions to clients related to Epsilon’s core product. A mid-level expertise in Oracle DB, SQL, AWS and Python scripting, combined with a good understanding of networking concepts, ITIL framework, and excellent stakeholder communication, is expected. What You’ll Achieve
Ability to analyze, troubleshoot and resolve customer issues. Coordinate with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure. Establish relationships with customers and maintain strong customer focus. Serve as customer contact for technical and service-related problems. Contribute as a strong teammate and lead elements of problem resolution when needed. Handle stressful situations with colleagues and customers. Communicate effectively in English (verbal and written). Document troubleshooting and problem resolution steps, determining the best course of action. Understand development code for debugging purposes when needed. Learn and adapt to new technologies based on organizational needs. Ensure all tickets meet targets for resolution, escalation, documentation, and completion. Train and mentor team members and perform other duties as assigned. Track and report issues within the CPI (Continuous Product Improvement) process to ensure proper resolution to ongoing issues. Create and report product improvement ideas including functional and supportability enhancements. What You’ll Bring With You
Bachelor's Degree in computer or engineering related field (or related field experience). Minimum of 2 years related Product support engineering experience preferred, working directly with end-user customers. Experience/Support for Databricks clusters and environments. Develop and troubleshoot SQL queries, Python scripts, and APIs for data integration and analytics. Collaborate with data engineers, developers, and collaborators to address technical challenges. Good AWS, networking and communication protocol knowledge. Experience in Databricks and writing simple to medium complex SQL queries. Python scripting experience with a solid knowledge of APIs. Strong understanding of systems analysis, software development processes, and engineering principles. Self-driven and capable of independently handling assignments. Document support processes, standard methodologies, and resolution steps for recurring issues. Ability to diagnose and solve problems quickly. Strong time management skills with the ability to take full ownership of tasks. Excellent verbal and written communication skills and a collaborative attitude. Willingness to participate in on-call rotations. Why You Might Stand Out From Other Talent
Ability to diagnose and solve problems quickly. Strong time management skills. Ability to take full ownership of tasks. Compensation and Benefits
Base Salary: $62,250 - $103,750. Actual compensation within the range is dependent on the individual's skills, experience, qualifications, location, and applicable employment laws. Salary ranges may be modified at any time. Additional Information
Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on protected characteristics. Epsilon will provide accommodations for applicants needing accommodations to complete the application process. For San Francisco Bay and Los Angeles Areas: Epsilon will consider qualified applicants with criminal histories in a manner consistent with applicable local ordinances.
#J-18808-Ljbffr