Technical Product Support Engineer

Responsibilities

• Investigate and troubleshoot application issues, defects, and incidents
• Reproduce bugs and collaborate with engineering teams to identify root causes
• Analyze logs, APIs, databases, and system behavior to support issue resolution
• Monitor application health and proactively identify risks and trends
• Support software releases and post-deployment activities
• Manage technical escalations and ensure issues are resolved within agreed timelines
• Document findings, root causes, and solutions to build knowledge stores
• Collaborate with Product, Engineering, QA, and Operations teams to improve system stability

Requirements

• 3-6 years of experience in Application Support, Product Support, Technical Support, Software Engineering, or DevOps
• Strong troubleshooting and analytical skills
• Experience working with APIs, logs, and databases
• Ability to write SQL queries and investigate data issues
• Familiarity with REST APIs and tools such as Postman
• Understanding of software development lifecycles (SDLC) and Agile delivery practices
• Experience working with ticketing systems and incident management processes
• Strong communication skills and the ability to collaborate across technical and non-technical teams

Preferred Qualifications

• Experience supporting enterprise or government digital platforms
• Familiarity with .NET applications and Azure environments
• Experience with monitoring tools such as Application Insights, Grafana, or Kibana
• Exposure to CI/CD pipelines and release management
• Scripting experience with Python or PowerShell
• Previous consulting or client-facing experience

Benefits

• Accelerated career trajectory with clear progression pathways
• Comprehensive relocation support, including visa sponsorship and assistance
• Tier 1 global medical coverage and wellbeing support
• Family allowances where applicable and structured savings plans
• Generous annual leave and flexible work arrangements

About the Company

Whiteshield is a global advisory firm operating at the intersection of strategy, public policy, and digital transformation. We partner with governments and leading enterprises to design and deliver initiatives that drive economic competitiveness, digital enablement, and long-term growth.