Client Support Engineer

Overview

About the Role:

The primary responsibility of the Loyalty Client Support Engineer is to assist with the management and support of the technical solution for an existing large financial services client.  They will act as the backbone of daily production processes and procedures; monitoring and escalating if alignment is not achieved with standard operating procedures. 

The individual in this position will be support coverage for “Lights On” support, SLA Adherence, and operational monitoring while displaying a deep understanding solution standards, features, and dependent functionalities associated to the account.

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Responsibilities

• Ensure batch files are received and sent according to File Processing Schedule, that no large-scale errors have occurred, and escalate where needed. 
• Monitor API processing to determine reasons for any errors, initiate reprocessing where necessary, and obtaining the appropriate approvals to proceed. 
• Ensuring reports are sent according to the report distribution schedule. 
• Gather data for monthly SLA Reporting and present to the internal team and client. 
• Optimize monitoring tools and alerting to ensure first to identify and increase efficiency around time to resolution. 
• Create and maintain monitoring patching schedules, ensuring testing approval is received prior to production release. 
• Gathering inputs around production readiness activities to ensure completion prior to technical releases. 
• Leading Change Approval Board meetings internally to achieve alignment on production readiness. 
• Reviewing vulnerabilities found through scanning to determine activities necessary for remediation. 
• Manage documentation and requests surrounding certificates necessary to maintain day-to-day access security.   
• Change scheduling and submission of necessary data required for change approval. 
• Create and maintain training materials, standard operating procedures, and core system documentation. 
• Configure and implement systems and programs to automate tasks and processes. 
• Maintain and continuously improve production monitoring capabilities, operational dashboards, and KPI reporting to ensure platform availability, SLA adherence, proactive issue identification, and rapid incident resolution. 
• Collaborate with STS, Infrastructure, Windows, and Network engineering teams to improve system reliability, optimize monitoring coverage, address operational gaps, and maintain service availability in accordance with SLA commitments. 

Qualifications

• Minimum of 5 years of production support experience in SLA-driven environments. 
• Demonstrated ability to own incidents from triage through communication, escalation, root cause analysis, and runbook or knowledge base updates. 
• Comfortable participating in on-call rotations and providing after-hours production support when required. 
• Bachelor’s degree in Computer Science, Management of Information Systems, Engineering, or related field, or equivalent practical experience. 

Soft Skills Required: 

• Possesses strong technical, analytical, and troubleshooting skills to analyze requests, identify anomalies across Windows server environments and related infrastructure components, determine root cause, and drive production and project issues through to successful resolution. 
• Possesses strong technical, analytical, and SQL-based troubleshooting skills to analyze requests, identify anomalies, determine root cause, and drive production or project issues to effective closure. 
• Able to quickly develop rapport, establish credibility, and maintain trusted relationships with business, technical, global, and external partner teams. 
• Strong written/verbal communication skills, including the ability to influence a wide range of stakeholders across all roles and levels. 
• Contribute to effective client meetings, make proactive recommendations, and drive successful outcomes in your area of expertise. 
• Able to work in a dynamic, fast-paced, and often changing environment. 
• Shows drive, initiative, and a sense of personal accountability. 
• Demonstrates strong organizational, interpersonal, and time management skills. 

Technical Skills Required: 

• 5+ years supporting Windows Server in production environments, with experience across the 2016–2022 era and strong Windows Server 2022 experience preferred. 
• 3+ years troubleshooting IIS-hosted applications in live production environments. 
• Hands-on Windows Services, IIS administration, including sites, applications, application pools, web.config/applicationHost.config, handlers, and modules. 
• Ability to diagnose common HTTP failures, including 401, 403, 500, 502, and 503 errors, and restore service under SLA. 
• Experience using Failed Request Tracing (FREB), IIS/W3C logs, Windows Event Logs, and PerfMon for production diagnostics. 
• Experience troubleshooting application pool issues, including recycles, rapid-fail protection, identity and permissions, and startup failures. 
• Working knowledge of TLS/HTTPS bindings, certificates, SNI, and common Schannel/TLS breakages. 
• Hands-on experience managing Windows Server vulnerabilities, including vulnerability assessment, patch planning, remediation validation, exception management, and coordination with infrastructure and security teams. 
• Experience supporting ASP.NET Framework and/or ASP.NET Core applications on IIS, including ANCM and hosting model issues. 
• PowerShell experience for remote administration, automation, and diagnostics. 
• Active Directory fundamentals as they affect applications, including Kerberos/NTLM, SPNs, service accounts, and double-hop scenarios. 
• Networking fundamentals for production applications, including DNS, firewalls, load balancers, and proxies. 
• Solid understanding of Relational Database Management Systems and proficiency with SQL. 
• Proficient with Business Intelligence tools such as Cognos. 
• Working knowledge of project management methodologies and creation of defined artifacts. 
• Hands-on experience with enterprise production monitoring, operational health management, KPI development, SLA measurement, trend analysis, and service reporting to ensure application availability, performance, and operational excellence. 
• Proven experience collaborating with STS, Infrastructure, Windows Server, Network, and Security teams to troubleshoot production issues, improve system reliability, optimize monitoring coverage, and support critical service availability objectives. 
• Experience creating operational dashboards, service health views, and KPI reporting that support global follow-the-sun operations, enabling proactive monitoring, effective incident triage, and seamless cross-regional support handoffs. 
• Experience in Agile/Scrum development is a plus. 
• Understanding of consumer financial regulations is preferred. 

Preferred Qualifications: 

• Ability to capture memory dumps and use tools such as DebugDiag, ProcDump, WinDbg, or SOS to debug and diagnose application hangs, crashes, and memory-related issues. 
• Experience troubleshooting ARR, URL Rewrite, and reverse-proxy configurations. 
• Performance tuning experience, including queues, memory leaks, GC/thread-pool pressure, and capacity signals. 
• Experience with multi-node IIS farms, NLB, or failover clustering. 
• Familiarity with ITIL/ITSM practices, including incident, problem, and change management. 
• Experience with centralized logging and monitoring platforms such as Splunk, ELK, SCOM, or Azure Monitor agents. 
• Experience configuring, administering, and leveraging enterprise monitoring and observability platforms such as OpsRamp, ThousandEyes, Sumologic and Kibana, including creating dashboards, alerts, and service health views to support proactive monitoring, incident response, and follow-the-sun global support operations. 

Nice-to-Have Qualifications: 

• Windows Server Hybrid Administrator Associate credentials, AZ-800/AZ-801, or equivalent Microsoft credentials. 
• Experience mentoring L1/L2 support teams in a follow the sun operations support model or writing formal post-incident reviews. 
• Experience with the WAF ThreatX. 
• Solid understanding of Relational Database Management Systems and proficiency with SQL. 
• Proficient with Business Intelligence tools such as Cognos. 
• Working knowledge of project management methodologies and creation of defined artifacts. 
• Experience supporting ASP.NET Framework and/or ASP.NET Core applications on IIS, including ANCM and hosting model issues. 

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.