Senior Technical Support Specialist

About EPS Packaging

At ePS Packaging, we’re shaping the future of packaging through technology. As a global leader in industry-specific business and production software, we help packaging companies streamline operations, boost efficiency, and unlock growth.

With over 30 years of experience, a global footprint, and a deep understanding of the packaging industry, we believe one thing above all: our success grows when our customers thrive.

Senior Technical Support Specialist – Cloud, ERP & Production Operations

Job Summary

We are seeking a Senior Technical Support Specialist to lead production support operations across ERP systems and cloud environments. This role involves managing critical incidents, driving escalations, ensuring SLA adherence, and mentoring team members in a 24x7 support model.

Key Responsibilities

• Lead troubleshooting and resolution of complex ERP, infrastructure, and cloud issues
• Manage ERP software installations, upgrades, and environment validations
• Oversee Salesforce queue management, ensuring proper prioritization, assignment, and SLA adherence
• Handle high volume customer incidents, support calls, and critical escalations
• Act as primary owner for P1 incidents, driving war rooms, coordination, and service restoration
• Ensure effective communication during incidents with stakeholders and customers
• Support and maintain cloud environments on AWS(Primary) or Azure
• Perform advanced troubleshooting across applications, servers, networking, and databases
• Participate in 24x7 on-call rotations, ensuring strong shift governance
• Drive incident reviews, RCA (Root Cause Analysis), and preventive actions
• Coordinate with SRE, Engineering, and Infrastructure teams during outages and releases
• Analyze logs, monitoring alerts, and performance trends to identify systemic issues
• Ensure strict adherence to SLAs, escalation processes, and support standards
• Create and maintain SOPs, runbooks, and knowledge base articles
• Mentor junior engineers and improve team capability
• Drive continuous improvements in monitoring, automation, and operational processes.
  
  

Experience & Qualification

• Bachelor’s degree in Computer Science, IT, or related field
• 5–8 years of experience in technical support, ERP support, or cloud operations
• Strong experience in production support, shift operations, and incident management leadership
• Strong experience in ERP application support (installation, upgrades, troubleshooting)
• Proven experience handling high-volume incidents and customer escalations
• Strong ownership of P1/P2 incidents and production support environments
• Good understanding of AWS(Primary) or Azure cloud platforms
• Strong troubleshooting skills across infrastructure, networking, and applications
• Experience with Salesforce or similar ticketing systems for queue management
• Experience with monitoring/logging tools such as Prometheus, Grafana, or CloudWatch
• Knowledge of incident management and SLA-driven environments
• Excellent communication, stakeholder management, and escalation handling skills
• Ability to perform under pressure in critical production scenarios
  
  

Preferred Skills

• Knowledge of Cloud tools such as Lambda, Fargate, ECS, or Kubernetes
• Experience with automation or scripting (Shell, PowerShell, Python, Ansible)
• Understanding of Cloud Computing and Onboarding
• Exposure to ITIL or ITSM practices
  
  

Why Join ePS

At ePS, you’ll be part of a global, collaborative, and forward-thinking team that’s redefining what’s possible in the packaging industry.

We foster an inclusive workplace where diversity drives innovation and every team member’s voice is valued. You’ll have the opportunity to make a real impact, helping our customers operate smarter and succeed sustainably.

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