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Experian

Support Engineer II – Developer Portal

Experian · Heredia, Costa Rica

Information Services · 1,001-5,000 employees

6 h ago
Mid (2-5 yrs) Full-time Costa Rica
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About the role

Provide Level 1 technical support for the Developer Portal, including incident handling, troubleshooting APIs, and managing service requests. Collaborate with development teams to improve support processes, maintain documentation, and generate insights on performance metrics.

What they look for

Technical support Python API integrations Power BI SQL Excel RPA Automation Anywhere UiPath Power Automate Agentic AI Generative AI LLMs Prompt engineering RAG Data analysis

Requirements

Requires a bachelor's degree in a technical field and 2-4 years of experience in technical support or a similar role. Candidates must be proficient in Python, data analysis tools like Power BI or SQL, and have experience with RPA platforms and AI concepts.

Benefits

Medical insurance Life insurance Dental insurance Asociacion Solidarista International Share Save Plan Flex Work Work from home Paid time off Annual Performance Bonus Education Reimbursement Family Bonding Bereavement Leave Referral Program

Full description

Company 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

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose-driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

This is a fully remote job opportunity. #LI-Remote

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorized channels. Recruitment communications will only be sent from an @experian.com email address.

Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

  • Employee Status: Regular
  • Role Type: Hybrid
  • Department: Technology
  • Schedule: Full Time
  • Shift: Day Shift