Engineer 2 - MyWP Support

About Worldpanel by Numerator
Worldpanel by Numerator provides consumer data representing nearly 6 billion consumers in 65 countries, offering brands a multi-dimensional view of how people think, how they shop, and how they consumer, so they can set bold strategies and drive sustainable business impact.

Reasonable Adjustments

Worldpanel is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.

Role Overview

The 2nd Line Application Support Engineer is a key member of the Central Support Team, responsible for delivering high‑quality technical support across a broad range of bespoke services and applications used throughout Worldpanel by Numerator. Working as part of a four‑person shift—consisting of three 2nd Line Engineers and one Shift Lead—you will handle incidents, service requests, and application issues that require deeper investigation beyond 1st line capabilities.

This is a shift-based role operating on a 28‑day rotating Pitman schedule, alternating between days and nights. You will be responsible for providing both 1st and 2nd line level support during your shift, ensuring consistent technical coverage and timely resolution of issues across global users and systems. Shifts are structured to maintain continuous support, with daytime sessions running 11:00 AM – 11:00 PM GMT and night shifts 11:00 PM – 11:00 AM GMT.

As part of the Central Support Team, you will work across a diverse set of applications and platforms, requiring strong troubleshooting ability, attention to detail, and a proactive approach to incident ownership. You’ll collaborate closely with 1st line teams, as well as development, QA, infrastructure, and other SMEs to progress complex issues efficiently. Familiarity with ITSM tools such as Jira and working within ITIL‑aligned processes (formal certification advantageous but not essential) will support your success in the role.

An ideal candidate brings 2–5 years of experience in technical support or application support environments, though candidates with a strong foundational skill set and the ability to learn quickly will also be considered.

Role Description (What you will be doing)

Shift based 2nd Line Support Engineer, primarily providing application support at a 1st and 2nd line level across a variety of services and applications.

The shift will be based on a 28-day rotating pitman model:

• 28-day rotating Pitman which is 2 on, 2 off, 3 on 2 off, 2 on 3 off. Example:

Week 1 (days): Work Mon-Tue, off Wed-Thu, work Fri-Sat-Sun.

Week 2 (days): Off Mon-Tue, work Wed-Thu, off Fri-Sat-Sun.

Week 3 (nights): Work Mon-Tue, off Wed-Thu, work Fri-Sat-Sun.

Week 4 (nights): Off Mon-Tue, work Wed-Thu, off Fri-Sat-Sun

Days = 11:00 AM – 11:00 PM GMT = 4:30 PM – 4:30 AM IST  

Nights = 11:00 PM – 11:00 AM GMT = 4:30 AM – 4:30 PM IST

Role Requirements & Capabilities (The skills and experience required)

Core Technical Skills

1. Operating Systems

• Strong knowledge of Windows Server and Windows OS

• Basic–intermediate Linux skills 

2. Application Troubleshooting

• Understanding of application architectures (web apps, client/server, APIs)

• Ability to diagnose issues using: 

  • Event logs

  • Application logs

  • Monitoring tools

  • SQL queries

  • REST/API calls

3. Databases

• SQL proficiency, often including: 

  • Writing SELECT queries

  • Joining tables

  • Tracing application issues to data problems

• Familiarity with databases such as SQL Server, Oracle, MySQL, or PostgreSQL

4. Networking Basics

• DNS, DHCP, TCP/IP

• Understanding how applications communicate across networks

• Proxy/firewall impact on applications

5. Scripting / Automation

Not required, but highly valued:

• PowerShell

• Bash

• Python

• Basic automation of repetitive tasks

6. Debugging Tools

• Postman or similar for API testing

• Fiddler/Wireshark for traffic analysis

• Browser dev tools for web application issues

Soft Skills

1. Analytical & Problem-Solving Skills

• Ability to investigate complex technical issues and break them down logically.

2. Communication

• Explaining technical issues clearly to non-technical users

• Producing good documentation and clear incident notes

• Strong English verbal and written language skills as will be interacting with global teams.

3. Customer Service Orientation

• User empathy and professionalism

• Managing expectations around SLAs and timelines

4. Teamwork

• Working with other teams to help them escalate effectively

• Collaborating with Dev, QA, Infrastructure teams or other SME’s for deeper issues