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
Requirements
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
Benefits
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.