Product Engineer [ Support ]

We are seeking a passionate and highly motivated Product Engineer (Support) to join our dynamic this role you will be responsible for managing the initial response to technical issues resolving application-related incidents. You will serve as the primary point of contact between internal users operations and the development team ensuring smooth communication and exceptional support that drives user satisfaction. Additionally youll handle client inquiries providing timely and effective resolutions.

Were looking for someone who thrives in a fast-paced environment values continuous improvement and is driven to streamline processes and deliver impactful results.

What youll need to bring to the team

• Proven ability to troubleshoot and resolve complex application issues across a variety of systems
• Working collaboratively across with developers operations and internal teams to provide ongoing support for best practices.
• Proactively identifies and recommends areas for system optimization and performance enhancement

What youll be doing  

• Providing 3rd level technical support to troubleshoot analyze define and implement solutions relating to bug/issues reported by customer Service internal stakeholders or clients.
• Debug fix and write code to address software bugs and collaborate with developer for the deployment preparation.
• Coordinate with developer to deliver Hot Fixes/Service Packs including functional and security fixes to comply with Global Security standards
• Provide a professional and efficient level of service in accordance with Service Level of Agreement.
• Write technical how-tos postmortems debugging runbooks and FAQs to build team knowledge
• Investigation of issues including trying to reproduce the issue if required.
• Proactively diagnose and deep dive on /deep dive on errors and/or underlying issues highlighted in daily transaction reporting based on log analysis database querying (e.g. SQL)
• Contribute to Root Cause Analysis for issues and problems ensuring they are managed to resolution and improvements are implemented
• Regular weekday working hours are from 11:00 AM to 8:00 PM (suggestion: 9-6pm normal working hours 6pm till 8pm on call standby)
• Be available for weekend on-call standby support from 8:00 AM to 4:00 PM excluding Public Holidays to respond to urgent incidents(P1)

Other general responsibilities include

• Managing backlog of tickets ensuring that they are resolved and closed within the agreed SLAs
• Set up and/or participate in swarms to ensure tickets can be quickly resolved with the right experts within global regions or other resolver groups
• Working with the development engineering teams on software and product issues
• Handling a range of technical cases at any one time at all different complexities

Qualifications :

• Bachelors Degree or Advanced Diploma in Computer Science Information Technology or related field
• Minimum 2 years experience in application support or software implementation roles
• Excellent troubleshooting and analytical skills
• Resourceful patient and customer-focused attitude with strong communication abilities
• Ability to maintain support documentation and contribute to knowledge sharing
• Familiarity with PHP Java Angular and MySQL to investigate issues and assist with resolution
• Hands-on experience with tools like JIRA Bitbucket Jenkins and code quality/security tools
• Basic understanding of web application security principles
• Enjoys collaborating with others and contributing to a positive team culture
• Ability to enquire learn and challenge in order to make improvement and ensure best practice is followed
• Capability to be a fast learner and ability to work in a dynamic fast moving and challenging environment

Additional Information :

Experian Careers - Creating a better tomorrow together

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Remote Work :

Yes

Employment Type :

Full-time