Support Engineer II – Developer Portal

Remote from: Costa Rica
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Technical Support
Employment type: Full Time,
Job posted: 17 Jul 2026
Apply before: 17 Aug 2026
Experience level: Midweight
Views / Applies: 43 / 3

Experian unlocks the power of data to create opportunities for consumers, businesses and society.

Actively Hiring

AI Summary

Experian is seeking a Support Engineer II for their Developer Portal to provide Level 1 technical support, manage incidents, and ensure a seamless developer experience. The role involves troubleshooting APIs, integrations, and platform access, as well as monitoring system alerts and maintaining support documentation. The ideal candidate has 2-4 years of experience in technical support, proficiency in Python and data analysis tools like Power BI and SQL, and familiarity with RPA platforms and AI concepts. This is a fully remote position reporting to the Smart Automation Global Director. Experian offers a people-first culture and competitive benefits including medical, dental, life insurance, and performance bonuses.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires foundational technical skills in Python, data analysis, and RPA, but is Level 1 support with escalation paths, making it moderately challenging.

Salary Analysis

AI Insight The offered salary is not specified, but based on market data for similar Support Engineer II roles in the US, a median of $85,000 is typical. This is competitive for 2-4 years of experience, especially with the additional skills in automation and AI.

Core Skills Required

Technical Support Python Power BI SQL RPA API Integration Troubleshooting Automation Developer Portal Incident Management

Cover Letter Sample

I am excited to apply for the Support Engineer II position at Experian. With a Bachelor's degree in Computer Science and over three years of technical support experience, I have developed strong skills in Python scripting, API troubleshooting, and data analysis using Power BI and SQL.

In my previous role, I successfully managed Level 1 support for a developer portal, reducing average response times by 20% through improved documentation and automation. I am also experienced with RPA platforms like UiPath and have foundational knowledge of generative AI concepts.

I am particularly drawn to Experian's commitment to innovation and data-driven solutions. I am eager to contribute to the Developer Portal team and help enhance the developer experience through effective support and collaboration.

Thank you for considering my application. I look forward to the opportunity to discuss how my technical support and automation skills can benefit Experian.

Sample Interview Questions

Can you describe your experience with providing Level 1 technical support for developer-facing tools or APIs?

In my previous role, I supported a developer portal handling API authentication issues, rate limiting errors, and SDK integration problems. I used a ticketing system to track issues, provided initial troubleshooting, and escalated complex cases to engineering with detailed logs and reproduction steps.

How would you troubleshoot an API that is returning 500 errors for users?

I would first check the API's health endpoint and recent deployment logs. Then I would replicate the request using Postman or curl, examining headers and payload. If the issue is sporadic, I'd review server logs for error patterns and check for recent changes. If unresolved, I would escalate to the backend team with a clear summary.

Describe a time you used Python to automate a support task.

I wrote a Python script that parsed system logs to identify common error patterns and automatically generated a weekly report. This reduced manual log analysis time by 10 hours per month and helped the team proactively address recurring issues.

How do you prioritize support tickets when multiple issues arise simultaneously?

I use a triage system based on severity and impact: critical issues affecting many users or core functions are addressed first. I also consider SLAs and communicate with users about expected resolution times. For less urgent tickets, I schedule them or escalate if needed.

What experience do you have with RPA tools like UiPath, and how could that apply to support?

I have used UiPath to automate routine tasks like user account provisioning and data extraction. In support, I could create bots to reset passwords, check system status, or triage incoming tickets, freeing up time for more complex troubleshooting.

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.

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