Full-Time Technical Product Owner - API Implementations

We are looking for a Technical Product Specialist to join our team and manage client support. You will report to our Software Development Director. This customer-facing role requires the ability to plan and track support issues, explain the technical specifications of our product, and coordinate the issue resolution and dependencies with other teams within Experian. You will provide dashboards on support status to leadership and define strategies for improvement and efficiency. Additionally, you will track metrics to capture the efficiency of the support process, ensuring a seamless experience for our clients.

What you'll do

1. Manage client support issues, ensuring a seamless experience.
2. Plan and track active issues, coordinating internal dependencies with other teams within Experian.
3. Hold periodic meetings with Sales, Product Management and Product Development on client-specific issues and prioritizing those to be addressed by Product Development through the Agile sprint process using tools such as Jira and Confluence.
4. Understand technical specifications of the product, with knowledge in API, JSON, AWS, monitoring, and troubleshooting techniques.
5. Work with the Product Manager and team members to understand the business problem and voice of the customer and identify the capabilities to add to the product.
6. Review and support product documentation activities
7. Provide regular status updates to clients through the broader support organization.
8. Develop and present dashboards on support status to leadership and client satisfaction, defining strategies for improvement and efficiency.
9. Track main metrics to measure the success and efficiency of the support process.
10. Improve support processes based on feedback and performance data.

What your background is

• Bachelor's degree in engineering, or a technical field.
• 3+ years of technical product management experience in technical product development roles focused on client support, technical support and client success roles
• 3+ years of experience with new product planning and delivery, from concept to feasibility to development and launch
• Focus on learning and improvement - our product changes all the time, and you will need to learn about our new products and services so that you can help clients and recommend new features to help improve their business.
• Help diagnose and troubleshoot client software issues
• Prioritize and escalate client software issues to the development teams, ensuring resolution
• Contribute to update our knowledge database which allows clients to find answers to their questions.
• Familiar with API systems, JSON, AWS, Tableau, Jira, ServiceNow, and other monitoring and troubleshooting techniques.

What is the last date for applying to the job?

Which countries are accepted for this remote job?