Product Engineer [ Support ]

About Experian

Experian is the world's leading global information services company. During life's big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime. We have 17,800 people operating across 44 countries, and every day we're investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Job Description

We are seeking a passionate and highly motivated Product Engineer (Support) to join our dynamic team. In 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, you’ll handle client inquiries, providing timely and effective resolutions. We’re looking for someone who thrives in a fast-paced environment, values continuous improvement, and is driven to streamline processes and deliver impactful results.

What you’ll 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 you’ll 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

• 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

• Bachelor’s Degree or Advanced Diploma in Computer Science, Information Technology, or related field
• Minimum 2 years' experience in application support or software implementation