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 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 solid 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