Whiteshield: Technical Product Support Engineer

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. Unlike traditional consultancies that focus solely on recommendations we remain engaged through implementation ensuring transformation is not only designed but realised. As our digital portfolio continues to expand we are strengthening our technical support capability to ensure the products and platforms we deliver remain reliable, scalable and provide exceptional experiences for our clients and end users . 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 to understand root causes and drive resolution. You will be comfortable navigating databases, reviewing logs, reproducing bugs and supporting deployments across multiple environments. You will need to thrive in fast-paced environments, enjoy solving complex problems and have a passion for delivering high-quality digital experiences. 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 WHAT WILL MAKE YOU SUCCESSFUL | The successful candidate enjoys operating in a fast-moving environment where no two days are the same. They remain composed under pressure, adapt quickly to changing priorities and take pride in staying one step ahead. They are resourceful, dependable and confident working with senior leaders and external stakeholders while maintaining the highest levels of professionalism and confidentiality. PERKS AND OPPORTUNITIES | Accelerated Career Trajectory We operate a performance-driven environment with clear progression pathways Seamless Relocation For those relocating - we provide comprehensive transition support including visa sponsorship and relocation assistance enabling you to integrate quickly and focus on delivery from day one. Supporting Your Performance We provide Tier 1 global medical coverage, wellbeing support, family allowances where applicable and structured savings plans. Helping Teams Perform We work on complex high-impact engagements that demand intensity and ownership. At the same time we are mindful of the impact this can have and aim to support sustainable performance over time through offering generous annual leave, flexible work arrangements and opportunities to connect beyond the day-to-day through retreats and team events.