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
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
*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
*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.