Support Engineer II – Developer Portal
ExperianCompany Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job Description
We are looking for a Support Engineer to provide Level 1 support for our Developer Portal within EDW Enablement. You will manage support requests, troubleshoots technical issues, and ensures seamless developer experience across the platform.
You bring technical support skills. They have a foundational understanding of software development, automation, and data analysis. Additionally, they have hands-on experience building and maintaining Power BI dashboards and reports. These skills support business insights. This role is important for maintaining and enhancing the developer experience. You will report to the Smart Automation Global Director.
Main Responsibilities
- Provide Level 1 technical support for the Developer Portal, including incident handling and service requests.
- Be a first contact for users, ensuring response and resolution of issues.
- Troubleshoot and diagnose technical problems related to APIs, integrations, and platform access.
- Escalate complex issues to Level 2/engineering teams with proper documentation and context.
- Monitor system alerts and address potential issues.
- Maintain support documentation, knowledge base articles, and standard operating procedures.
- Collaborate with development and DevX teams to identify recurring issues and recommend improvements.
- Support automation programs to improve support processes and reduce manual effort.
- Create reports and insights on support trends, performance metrics, and user experience.
Qualifications
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Data Analytics, or a related field (or equivalent practical experience).
- 2–4 years of experience in Technical Support, Application Service Desk, Developer Support, or a similar technology-focused role.
- Proficiency in Python for scripting, automation, API integrations, troubleshooting, and basic application support.
- Proficiency in data analysis using Power BI, Excel, SQL, or similar reporting tools.
- 1+ years of experience with RPA platforms such as Automation Anywhere, UiPath, Power Automate, or similar technologies for supporting and troubleshooting automated workflows.
- Knowledge of Agentic AI and Generative AI, including AI agents, LLMs, prompt engineering, RAG, and AI-powered automation concepts.
Additional Information
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