Whiteshield: Technical Product Support Engineer
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Key skills for this role
About the Role
Whiteshield is looking for a Technical Product Support Engineer to act as a bridge between engineering, operations, and users. You will investigate issues, diagnose defects, and ensure incidents are resolved.
Key Skills for This Role
Responsibilities
- Investigate and troubleshoot application issues, defects and incidents
- Reproduce bugs and work with engineering teams to identify root causes
- Analyse logs, APIs, databases and system behaviour 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
- Collaborate with Product, Engineering, QA and Operations teams to improve system stability
- Document findings, root causes and solutions to build knowledge storehouses
- Support continuous improvements to support processes and operational practices
- Contribute to incident reviews and help prevent recurring issues
- Provide technical insights and recommendations to improve product reliability and user experience
Requirements
- 3 6 years of experience in Application Support, Product Support, Technical Support, Software Engineering or DevOps roles
- 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 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
- A proactive mindset with a strong sense of ownership and accountability
Full Job Posting
ABOUT US
- 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.
- Our work combines strategic advisory with hands on execution.
WHERE YOU FIT IN
- We are looking for a Technical Product Support Engineer to act as the bridge between engineering, operations, and users.
- You will be responsible for investigating issues, diagnosing defects and ensuring incidents are effectively resolved.
- This is not a traditional IT helpdesk role. You will work closely with software engineers and product teams using technical tools and analytical skills.
WHAT YOU WILL DO
- Investigate and troubleshoot application issues, defects and incidents
- Reproduce bugs and work with engineering teams to identify root causes
- Analyse logs, APIs, databases and system behaviour 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
- Collaborate with Product, Engineering, QA and Operations teams to improve system stability
- Document findings, root causes and solutions to build knowledge storehouses
- Support continuous improvements to support processes and operational practices
- Contribute to incident reviews and help prevent recurring issues
- Provide technical insights and recommendations to improve product reliability and user experience
OUR CORE TECH STACK (Flexible)
- Backend: C# / .NET / Python
- Frontend: React / Next.js
- Databases: MSSQL, PostgreSQL, Elasticsearch, MongoDB
- Cloud: Azure or Google Cloud
- Dev Tools: Git, Docker, CI/CD pipelines
- Ticketing and Collaboration: Jira, Azure DevOps, Confluence, Teams
WHAT YOU'LL BRING
- 3 6 years of experience in Application Support, Product Support, Technical Support, Software Engineering or DevOps roles
- 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 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
- A proactive mindset with a strong sense of ownership and accountability
Bonus Points For
- 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
PERKS AND OPPORTUNITIES
- Accelerated Career Trajectory: performance driven environment with clear progression pathways
- Seamless Relocation: comprehensive transition support including visa sponsorship and relocation assistance
- Supporting Your Performance: Tier 1 global medical coverage, wellbeing support, family allowances where applicable and structured savings plans
- Helping Teams Perform: generous annual leave, flexible work arrangements, retreats and team events
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