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.
We are seeking a Support Engineer to provide Level 1 support for our Developer Portal within EDW Enablement. This role is responsible for managing support requests, troubleshooting technical issues, and ensuring seamless developer experience across the platform.
The ideal candidate brings strong technical support skills, a foundational understanding of software development, automation, and data analysis, and hands-on experience building and maintaining Power BI dashboards and reports to support business insights and decision-making. This role is key to maintaining operational excellence and enhancing the overall developer experience.
Key Responsibilities
· Provide Level 1 technical support for the Developer Portal, including incident handling and service requests
· Act as the first point of contact for users, ensuring timely 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 proactively address potential issues
· Maintain and update support documentation, knowledge base articles, and standard operating procedures
· Collaborate with development and DevX teams to identify recurring issues and recommend improvements
· Support automation initiatives to streamline support processes and reduce manual effort
· Generate reports and insights on support trends, performance metrics, and user experience
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, Data Analytics, or a related field (or equivalent practical experience).
- 1–3 years of experience in Technical Support, Application Support, 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.
- Experience with RPA platforms such as Automation Anywhere, UiPath, Power Automate, or similar technologies for supporting and troubleshooting automated workflows.
- Foundational knowledge of Agentic AI and Generative AI, including AI agents, LLMs, prompt engineering, RAG, and AI-powered automation concepts.
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