Product Support Engineer I

KEY ACCOUNTABILITIES

Act as Level 1 & 2 for support, handling escalations and ensuring quick issue resolution.
Monitor, troubleshoot, and resolve issues.
Work closely with Product & Engineering teams to report, analyze, and debug recurring issues. Maintain system configurations, permissions, and user access controls. Diagnose API failures, integration errors, and data inconsistencies. Ensure data accuracy in bookings, shipments, and invoicing workflows. Handle incident management, log analysis, and root cause investigations. Manage ticketing systems (JIRA, ServiceNow, Zendesk, etc. ) and ensure SLAs are met. Assist in system upgrades, testing, and deployments. Document troubleshooting steps, known issues, and resolutions for internal knowledge bases. Maintain a 24/7 on-call support roster to ensure immediate response to critical issues. Owned shift handover call, Handover On-Hold issue/incidents

OTHER

Act as an ambassador for DP World always when working; promoting and demonstrating positive behaviours in harmony with DP World s Principles, values, and culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World s Code of Conduct and Ethics policies.
Perform other related duties as assigned.

QUALIFICATIONS, EXPERIENCE AND SKILLS

4-8 years of experience in Technical Support with domain knowledge WMS/OMS/IMS/B2B eCommerce/Freight Forwarding Industry
Strong knowledge in Freight forwarding domain
Experience troubleshooting in ERP Solutions/SAP, etc.
Hands-on experience with SQL queries for data validation & issue diagnosis. Knowledge of APIs, web services, and system integrations. Understanding networking, cloud environments (Azure Cloud, Elastic search, Monitoring tools (New Relic, etc. ), and database structures. Proficiency in Linux/Windows environments, log analysis, and debugging tools. Strong analytical and communication skills to liaise with technical and non-technical stakeholders. Ability to work in rotational shifts, including nights and weekends. Ability to work independently with minimal supervision. Effective interpersonal skills, including verbal and written communication Hands-on experience Oracle, SAP or another comparable ERP solution, B2B Exposure to automation tools, scripting (Python, Bash, PowerShell), and DevOps practices. ITIL certification or experience in Incident, Problem, and Change Management will add advantage

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