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