Senior Product Support Engineer

About the Role

We are seeking a Senior Product Support Engineer to lead the resolution of complex customer and production issues across Bidgely’s platform. In this hands-on position, you will combine deep technical troubleshooting, customer communication, incident leadership, and continuous improvement.

You will serve as a trusted escalation point for high-impact issues, lead cross-functional resolution efforts, and partner with Engineering, SRE, Delivery, Product, QA, and Customer Success teams to enhance platform reliability and supportability. Additionally, you will mentor support engineers and help build a stronger, more proactive support function.

The ideal candidate is comfortable navigating ambiguity, leading high-pressure discussions, using data and logs to identify root causes, and driving corrective actions to closure.

What You Will Do

Technical Support and Incident Ownership

● Act as the primary escalation point for complex production issues and customer-impacting incidents.
● Take end-to-end ownership of assigned and escalated issues—from initial triage to resolution, communication, RCA, and preventive action.
● Lead internal war rooms, customer calls, and critical issue-resolution meetings, ensuring clear updates, decisions, owners, and next steps.
● Troubleshoot distributed applications, data pipelines, APIs, integrations, message queues, and cloud-hosted services.
● Analyze application 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 messaging and queueing systems.
● Maintain strong ticket hygiene and ensure support activity is documented according to agreed SLAs and operational standards.

Customer and Cross-functional Partnership

● Communicate clearly with customers, Customer Success, Delivery, and internal stakeholders during incidents and escalations.
● Partner with Engineering, SRE, Product, QA, and Delivery to resolve defects, reduce repeat incidents, and improve release readiness.
● Provide the support perspective during design reviews, feature planning, release planning, and post-release reviews.
● Identify customer-impacting risks before go-live and help ensure effective transitions of new capabilities to Product Support.
● Represent Product Support with credibility, urgency, and a strong ownership mindset.

Reliability and Continuous Improvement

● Proactively monitor platform health using tools such as CloudWatch, Grafana, Opsgenie, Datadog, or equivalent platforms.
● Identify recurring issues, alert gaps, false positives, operational bottlenecks, and manual support work.
● Drive improvements in monitoring, alerting, runbooks, knowledge articles, support workflows, and operational controls.
● Automate repetitive support activities using Python, Bash, SQL, or other suitable tools.
● Write high-quality root cause analyses that explain customer impact, timeline, contributing factors, corrective actions, and prevention measures.
● Track corrective actions to completion and verify that fixes have reduced risk or recurrence.

Team Capability and Knowledge Sharing

● Mentor Product Support Engineers and help them develop structured troubleshooting and incident management practices.
● Develop and maintain troubleshooting guides, RCA templates, playbooks, onboarding materials, and technical documentation.
● Share product, platform, and incident knowledge through reviews, training sessions, and team forums.
● Contribute to hiring, onboarding, and capability-building initiatives within Product Support.

What You Bring

● 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 Qualifications

● Experience supporting B2B SaaS products, data platforms, APIs, or high-volume data-processing systems.
● Experience in the energy, utilities, fintech, healthcare, or another operationally critical domain.
● Familiarity with SRE practices, observability, service-level objectives, and error budgets.
● ITIL certification or practical experience with formal incident and problem management frameworks.
● Experience working with CI/CD, cloud infrastructure, databases, or distributed systems.
● Experience mentoring engineers or acting as a technical lead.
● Exposure to Agile or Scrum delivery environments.

How Success Will Be Measured

● High-impact incidents are led with clear ownership, timely communication, and disciplined follow-through.
● Escalated issues are resolved within agreed SLAs, with accurate and complete documentation.
● RCA actions are completed and verified, with measurable reduction in repeat incidents and operational risk.
● Monitoring, alerting, runbooks, and knowledge coverage improve over time.
● Manual or repetitive support work is reduced through automation and improved workflows.
● Product Support is engaged earlier in release planning and contributes to increased release readiness.
● Junior and mid-level engineers become more self-sufficient through mentoring and knowledge sharing.
● Customers and internal stakeholders experience clear communication and dependable issue ownership.

Why Join Bidgely?

● 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.
● Help shape a more proactive