Support Engineer II – Developer Portal

Experian

2d•Remote

About The Position

Experian is looking for a Support Engineer to provide Level 1 support for their Developer Portal within EDW Enablement. This role involves managing support requests, troubleshooting technical issues, and ensuring a seamless developer experience across the platform. The ideal candidate will have technical support skills, a foundational understanding of software development, automation, and data analysis, along with hands-on experience building and maintaining Power BI dashboards and reports to support business insights. This role is crucial for maintaining and enhancing the developer experience.

Requirements

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.

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 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 enhance support processes and reduce manual effort.
Create reports and insights on support trends, performance metrics, and user experience.