Senior Product Support Engineer

Overview

Own day-to-day operational support of the Bill-to-Cash billing agent pipeline, monitoring health, triaging failures, and acting as the operational point of contact for FinOps and Ops within the JLL Technology Centre of Expertise.

What you'll do

• Monitor pipeline health using Datadog (APM, metrics, logs) and CloudWatch across API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, and Aurora Postgres.
• Respond to CloudWatch alarms and Datadog alerts on node, tool, or component failures within defined response times.
• Track AWS Bedrock LLM cost and usage against budget alerts.
• Triage pipeline exceptions using the handoff CSV and linked SharePoint SR folder.
• Distinguish transient/infrastructure failures (retry, escalate to Engineering) from business-rule/data failures (route to FinOps under the restart, not resume model).
• Monitor the SQS Dead-Letter Queue and work with Engineering to resolve stuck or failed messages.
• Ensure success, partial-success, and exception notifications (via SendGrid) reach FinOps as expected.
• Track adherence to the T+1 business-day SLA for temp invoice creation from successful receipt of the billing template.
• Use the Power BI Ops dashboard to monitor throughput, latency, and exception volume, escalating degradation trends.
• Monitor month-end volume peaks (steady-state ~7,000 invoice transactions/month) and flag scaling or capacity concerns.
• Monitor the scheduled Refresh Lambda and confirm refresh jobs complete successfully.
• Escalate any signs of stale reference data being served and support root-cause investigation of reference data discrepancies.
• Support Dev, UAT, and Production environments (AWS us-east-1), including deployment coordination and verification of Terraform-provisioned resources.
• Participate in Snyk/Wiz security scan remediation coordination as needed.
• Support FinOps and Engineering with queries against the append-only PipelineStepLog audit trail.
• Ensure no financial content is routed outside approved channels, per Policy 27.
• Feed recurring failure patterns back to Engineering and FinOps for SOP, mapper, or client-recipe updates.
• Support AgentCore Evaluations by flagging live incidents that may indicate golden dataset gaps.

What you'll need

• Experience in production/application support for cloud-hosted, event-driven systems (ideally AWS).
• Working knowledge of AWS services: Lambda, SQS/DLQ, EventBridge, S3, Aurora Postgres (or equivalent RDBMS), API Gateway.
• Understanding of, or willingness to learn, PeopleSoft billing/invoicing concepts (temp/proforma invoices, HSN codes, GST/tax codes, address sequence codes); training provided via the SOP repository.
• Familiarity with observability tooling: Datadog and/or CloudWatch (dashboards, alarms, log search).
• Comfortable reading structured logs/JSON payloads to triage failures.
• Strong incident-management discipline: clear triage, timely escalation, and clean handoffs.
• Comfortable working across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model.
• Ability to identify risks and issues and propose solutions effectively.
• Self-starter able to execute with minimal supervision and work as a team contributor.
• Excellent verbal and written communication skills.

Nice to have

• SQL for Aurora queries.
• Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows.
• Exposure to AI/LLM-based or agentic systems (e.g., Amazon Bedrock, AgentCore).

Details

• On-site, Gurugram, HR.
• Scheduled weekly hours: 40.
• Location/shift to be confirmed.