Senior Product Support Engineer
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Job Description
Senior Product Support Engineer resolving complex incidents across Bidgely’s AI-powered clean-energy platform. Leading technical escalations, automation, monitoring, RCAs, and support-engineer mentoring.
Responsibilities:
- Act as the primary escalation point for complex production issues and customer-impacting incidents
- Own assigned and escalated issues end-to-end, from triage through resolution, communication, RCA, and preventive action
- Lead internal war rooms, customer calls, and critical issue-resolution meetings
- Troubleshoot distributed applications, data pipelines, APIs, integrations, message queues, and cloud-hosted services
- Analyze logs, system metrics, traces, database behavior, and data flows to isolate faults and validate fixes
- Investigate and resolve issues involving Kafka, RabbitMQ, Amazon SQS, or similar systems
- Maintain ticket hygiene and document support activity according to SLAs and operational standards
- Communicate with customers, Customer Success, Delivery, and internal stakeholders during incidents and escalations
- Partner with Engineering, SRE, Product, QA, and Delivery to resolve defects and improve release readiness
- Provide the support perspective in design, feature, release, and post-release reviews
- Identify customer-impacting risks before go-live and support transitions of new capabilities
- Monitor platform health using CloudWatch, Grafana, Opsgenie, Datadog, or equivalent tools
- Identify recurring issues, alert gaps, false positives, operational bottlenecks, and manual support work
- Improve monitoring, alerting, runbooks, knowledge articles, workflows, and operational controls
- Automate repetitive support activities using Python, Bash, SQL, or other suitable tools
- Write root cause analyses and track corrective actions through completion
- Mentor Product Support Engineers and develop troubleshooting practices
- Maintain troubleshooting guides, RCA templates, playbooks, onboarding materials, and technical documentation
- Share product, platform, and incident knowledge through reviews, training, and team forums
- Contribute to hiring, onboarding, and capability-building initiatives
Requirements:
- 7–10 years of experience in production support, technical support, application support, SRE, DevOps, or related customer-facing technical roles
- Strong experience troubleshooting SaaS or enterprise applications in production environments
- Hands-on experience with AWS or GCP and Linux-based systems
- Strong SQL skills and experience with application log analysis and data investigation
- Experience with monitoring and incident management tools such as CloudWatch, Grafana, Opsgenie, Datadog, or similar platforms
- Working knowledge of Kafka, RabbitMQ, Amazon SQS, or equivalent messaging systems
- Ability to read and write basic automation or diagnostic scripts using Python, Bash, or similar languages
- Experience with Jira, Zendesk, ServiceNow, or comparable ticketing and workflow tools
- Strong understanding of incident management, problem management, RCA, SLA management, and change or release practices
- Demonstrated ability to lead customer escalations and cross-functional technical discussions
- Excellent written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders
- Proven track record of taking ownership, driving closure, and improving support operations
- Preferred: experience supporting B2B SaaS products, data platforms, APIs, or high-volume data-processing systems
- Preferred: experience in energy, utilities, fintech, healthcare, or another operationally critical domain
- Preferred: familiarity with SRE practices, observability, service-level objectives, and error budgets
- Preferred: ITIL certification or practical experience with formal incident and problem management frameworks
- Preferred: experience with CI/CD, cloud infrastructure, databases, or distributed systems
- Preferred: experience mentoring engineers or acting as a technical lead
- Preferred: exposure to Agile or Scrum delivery environments
Benefits:
- Work on AI-powered products that support the clean-energy transition
- Solve technically challenging problems involving energy data, analytics, cloud platforms, and distributed systems
- Make a visible impact on customer experience, product reliability, and operational excellence
- Collaborate with teams across Product, Engineering, SRE, Delivery, Customer Success, and global customer organizations
- Mentoring and knowledge-sharing opportunities
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