Senior Product Support Engineer

Jones Lang LaSalle Incorporated; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

JLL is seeking a Product Support Manager to own day-to-day operational support of a billing automation platform. You will monitor health, triage failures, and coordinate fixes with Engineering while serving as the contact for FinOps and Ops in a global APAC/EMEA model.

The role requires strong communication, incident-management discipline, and experience with observability tools like Datadog and CloudWatch. Collaboration across engineering, FinOps, and Ops is essential.

Qualifications

• 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).
• Familiarity with PeopleSoft billing/invoicing concepts; training will be provided.

Responsibilities

• Monitor pipeline health with Datadog and CloudWatch across all components; respond to alerts on defined SLA.
• Triage pipeline exceptions and route to Engineering or FinOps as appropriate.
• Maintain SLA adherence, monitor throughput and capacity, and coordinate deployments across environments.

Skills

Incident management

Communication

Observability tooling

Cloud hosting experience

AWS familiarity

Tools

Datadog

CloudWatch

Lambda

SQS

EventBridge

S3

Aurora Postgres

API Gateway

Power BI

SharePoint

PeopleSoft

Bedrock

AgentCore Runtime

Job description

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Senior Product Support Engineer

PeopleSoft Billing Agent (Bill-to-Cash Agentic Platform)

Global Bill-to-Cash Operations — JLL Technology Centre of Expertise (location/shift TBD)

What this job involves:

About the role

#JLLTechAmbitions

The Bill-to-Cash (B2C) Agent automates Phase 2 of the IFM APAC (GGN India) billing process — ingesting client billing templates emailed by CFMs, analyzing and decomposing them into invoice groups, validating each group against SOP and PeopleSoft business rules, and raising temp/proforma invoices in PeopleSoft. It replaces a manual and RPA-based process (currently ~48-hour turnaround time, 86,000+ transactions per year across 500+ client accounts) with an event-driven, multi-agent pipeline hosted on AWS (Strands Graph on Amazon Bedrock AgentCore Runtime), integrating with M365/SharePoint, PeopleSoft (via APIM), Datadog, and Power BI.

JLL is seeking a Product Support manager to own day-to-day operational support of this platform across non-production and production environments — monitoring pipeline health, triaging failures and exceptions, coordinating fixes with Engineering, and acting as the operational point of contact for FinOps and Ops. Communication is key: this role requires clear triage, timely escalation, and clean handoffs across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model.

Responsibilities

Monitoring & Alerting

• Monitor pipeline health using Datadog (APM, metrics, logs) and CloudWatch (native AWS monitoring, GenAI Observability) across all pipeline components — API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, 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

Incident & Exception Handling

• Triage pipeline exceptions using the handoff CSV (per-invoice-group pass/fail status, failing node, failing rule) and the linked SharePoint SR folder
• Distinguish between transient/infrastructure failures (retry, elevate to Engineering) and business-rule/data failures (route to FinOps per the “restart, not resume” model — corrected templates re-enter as a new SR)
• Monitor the SQS Dead-Letter Queue and work with Engineering to identify and resolve stuck or failed messages
• Ensure success, partial-success, and exception notifications (via SendGrid) are reaching FinOps as expected

SLA & Throughput Management

• 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 (sourced from Aurora via EDP Sync) to monitor throughput, latency, and exception volume, escalating any degradation trends
• Monitor for month-end volume peaks (steady-state ~7,000 invoice transactions/month) and flag scaling or capacity concerns

Data & Reference Integrity

• Monitor the scheduled Refresh Lambda that mirrors SOPs/mappers (SharePoint → S3) and PeopleSoft reference data (project config, addresses, tax codes, service types → Aurora), and confirm refresh jobs complete successfully
• Escalate any signs of stale reference data being served, given the requirement that accrual checks always run live and the system must never silently serve stale or incorrect financial data
• Support root-cause investigation when reference data discrepancies (e.g., address resolution, tax code mismatches) drive validation failures

Environment & Release Support

• Support Dev, UAT, and Production environments (all AWS us-east-1), including coordination of deployments via the standard dev-UAT-prod SDLC
• Verify IaC (Terraform)-provisioned resources are healthy post-deployment
• Participate in Snyk/Wiz security scan remediation coordination as needed

Audit & Compliance Support

• Support FinOps and Engineering with queries against the append-only PipelineStepLog (Aurora) audit trail (input, output, confidence score, and status per pipeline event) for audit or investigation requests
• Ensure no financial content is inadvertently routed outside approved channels (e.g., confirming Datadog exports remain metrics/logs/traces only, per data classification requirements under Policy 27)

Continuous Improvement

• Feed recurring failure patterns (e.g., frequent validation rule breaches, template classification misses) 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

Purpose of the Role

• Own day-to-day operational support of the billing agent pipeline: proactively monitor node/tool health, respond to alerts, and triage and resolve (or upscale) failures within SLA
• Ensure Ops and FinOps teams can rely on accurate, timely temp invoice creation
• Support Dev, UAT, and Production environments under the direction of Engineering and FinOps leadership
• Act as the operational point of contact for FinOps/Ops, ensuring clean handoffs between Engineering, FinOps, and Ops

Sounds like you? To apply you need to be:

Experience & Education

• 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 will be provided via the SOP repository

Technical Skills & Competencies

• Familiarity with observability tooling — Datadog and/or CloudWatch (dashboards, alarms, log search)
• Comfortable reading structured logs/JSON payloads to triage failures (SQL for Aurora queries a plus)
• Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows is a plus
• Exposure to AI/LLM-based or agentic systems (e.g., Amazon Bedrock, AgentCore) is a plus but not required
• 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; ability to work autonomously, but as a team contributor
• Excellent verbal and written communication skills

What success looks like:

• Alerts acknowledged and triaged within agreed response windows
• Exceptions correctly routed (Engineering vs. FinOps) with minimal back-and-forth
• T+1 SLA breaches identified early and escalated proactively, not discovered after the fact
• No incidents of stale/incorrect financial data being served without detection
• Clean, actionable input into Engineering/FinOps on recurring failure patterns

What we can do for you:

You’ll join an entrepreneurial, inclusive culture. One where we succeed together — across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, well