Senior Product Support Engineer

Overview

Lead the resolution of complex customer and production issues across Bidgely's platform as a senior escalation point, while mentoring support engineers and strengthening the proactive support function.

What you'll do

• 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 through 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.
• 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.
• 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.
• 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'll need

• 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.

Nice to have

• 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.