Support Engineer

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SaaSOps Support manages post-production support and the overall experience of Epsilon People Cloud products for our global clients. This function is responsible for product support, incident management. 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 pioneering the adoption of AI in operations (AIOps) and has recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.

Engineer is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, solving, provide technical work‑around and suggestions to clients, pertaining to Epsilon’s core product. A Mid-level expertise of Oracle DB, SQL, AWS and Python scripting, combined with a good understanding of networking concepts, ITIL framework, with excellent stake holder communication.

• 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 establish relationships and strong Customer focus
• Serves as customer contact for technical and service related problems
• Great teammate that is ready to contribute or lead elements of solving 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 the 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.

• 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.
• A good AWS, Networking and Communication protocol knowledge.
• Experience in Databricks and writing simple to medium complex SQL queries.
• Python Scripting experience with a good knowledge of API.
• 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.
• 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.
• Great teammate with excellent verbal and written communication skills.
• Possess Can‑Do attitude to overcome challenges.
• Willingness to participate in on‑call rotations.

• Ability to diagnose and solve problems quickly
• Strong time management skills
• Ability to take full ownership of tasks.

Base Salary: $62,250 - $103,750

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…