Lead Client Support Engineer

Job Description

 

Why we are looking for you:

 

At Epsilon, we run on our people’s ideas. It’s how we solve problems and exceed expectations. Our team is now growing, and we are on the lookout for skilled individuals who always set a higher standard by constantly challenging themselves and are experts in building customized solutions in the digital marketing space.

So, are you someone who wants to work with modern technology and enable marketers to create data-driven, omni-channel consumer experiences through data platforms? Then you could be exactly who we are looking for.

Apply today and be part of a creative, innovative and talented team that’s not afraid to push boundaries or take risks.

 

What you will enjoy in this role:

 

Creates user information solutions by developing, implementing, and maintaining applications based on latest Microsoft and Cloud platform.

 

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

What you will do:

 

The “Lead, Client Support Engineering “ is responsible for implementing 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. Candidates should have a grasp of database architecture, solution architecture, web hosting technologies, and system integration using real-time using web-services.   The candidate is also expected to act as the key liaison between the client and the Epsilon Operations Support team.

 

Job Requirements:

• Monitor and verify program execution, identification and communication of processing variances (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
• Communicate internally and externally at all levels within the client and Epsilon organizations
• 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 multiple accounts and Domains
• Ensure compliance and production standards by attending final code review meetings to determine
• Production readiness (e.g. validate coding standards against the production readiness checklist, etc.)
• Review and perform research for any client queries regarding production audits and reporting.
• Trend analysis and Problem Management with RCA
• Work with the operations development team to implement technical solutions for production issues
• Develop and implement test plans to ensure quality resolutions
• Identify and implement process improvements
• Review the Operational documents and update frequently
• Automation and find opportunities to enhance operational performance
• Provide operational metrics on timely manner
• Improve quality of services across accounts
• Participation in performance evaluation and people management
• Transition management activities from Vendor/ onshore team
• Resource management and team mentoring

Qualifications

Education and Experience:

• Bachelor Degree in Science /engineering
• 7-10 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 & hands on experience on Database Management tools like Sql Developer, TOAD
• Familiarity/Experience with UNIX, LINUX, Windows environments
• Strong troubleshooting techniques and approaches with web and database applications
• Hands on experience in Unix/PERL scripting
• Familiarity with Python & exposure to Jupyter Notebook or any other similar IDEs
• Exposure to Code Repository like VSTS, Github
• Hands on experience with scheduling and job monitoring tools like Control-M
• Professional proficiency in English
• Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks
• Exposure to Documentation tools like Confluence, WIKI or Sharepoint
• Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution
• Attention to detail, strong listening skills, and good verbal and written communications are required
• Experience with efficiently communicating with highly demanding clients 

Desirable skills and experience:

• Good understanding of Operational best practices(ITIL framework)
• Good time management
• 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
• Good to have knowledge on Power Automate
• Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)
• Familiarity/Experience with ETL Concepts & tools like DataStage, Snaplogic
• Understanding of Relational Databases and Business Intelligence/Reporting tools
• Advanced Excel skills and proficiency in other Microsoft Office products
• Understanding of hardware, software and network infrastructures
• Experience with Amazon Web Services, NewRelic, SumoLogic, Azure
• Knowledge of Loyalty Platforms and Marketing Campaigns like SFMC, Harmony

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.