Senior, Technical Support Engineer

Overview We are looking for a Senior, Technical Support Engineer to join the Technology team reporting directly to the Vice President, Software Engineering. As a Technical Support Engineer, your role encompasses providing technical support, designing innovative solutions to meet business objectives, driving innovation through technical expertise, and resolving customer‑impacting technical issues. You will collaborate with multiple technical teams to prototype and implement new ideas. Additionally, you will be client‑facing, participating in high‑priority client calls as a technical liaison, and serving as a subject‑matter expert or facilitator as needed. What You’ll Achieve Handle support requests that our Client Operations team cannot resolve. Triage support cases to resolve them or escalate them to our development team. Ensure compliance with support SLAs for each customer. Monitor the number of open cases and propose long‑term improvements. Identify and assist in developing enhancement opportunities and standard processes across the enterprise through innovation, automation and knowledge sharing. Who You Are What you’ll bring with you: Excellent communication and client‑facing skills, capable of conveying technical concepts to a nontechnical audience. Knowledge of diagnostic tools such as Grafana, DataDog, or NewRelic. Knowledge of Linux. Intermediate English. Experience tracking support cases and generating reports based on them. Proficiency with JIRA. Why you might stand out from other talent: Basic knowledge of software architecture. Programming knowledge. (Database knowledge would be a plus, just knowing how to do basic queries.) 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. 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 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 Act with integrity Work together to win together Innovate with purpose Respect all voices Empower with accountability Because You Matter As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to the following: Time to Recharge: 15 days of holidays, LATAM rest week at the end of the year, flex‑Fridays (working until noon every other week) Family Well-Being: Parental/new child benefits Extra Perks: Hybrid work scheme, medical insurance, language training (English and/or Portuguese), professional development, employee recognition, health awareness benefits, home internet fee. #J-18808-Ljbffr