Onsite Product Services Engineer: Root-Cause Advocate

Apex Systems; Juno Beach (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K

ESPP

HSA

EAP

Job summary

Everforth Apex Systems seeks a Product Services Engineer to join a dedicated engineering team in Juno Beach, Florida. The role focuses on root cause analysis, issue resolution, and customer communication for energy software platforms, with opportunity to grow toward Product Management or Software Engineering.

The ideal candidate will troubleshoot applications, collaborate with engineering, and contribute to a strong customer advocacy mindset.

Qualifications

• Experience in application or software troubleshooting.
• A strong customer communication and support mindset.
• Technical aptitude with SQL, Unix/Linux, and AWS, with an ability to investigate root causes.
• Familiarity with the Software Development Life Cycle.
• Experience identifying model inputs/outputs and debugging in a local environment.
• Familiarity with Grafana and CloudWatch.
• Familiarity with AWS S3, Lambda, Step Functions.
• Python exposure preferred.

Responsibilities

• Manage user support requests, troubleshoot application issues, resolve tickets, and coordinate with software engineering teams.
• Perform technical troubleshooting, including ticket triage, root cause analysis, and escalation to development teams through JIRA.
• Engage in end-user interactions, address training questions, and maintain ongoing ticket communication from intake through resolution.
• Understand user context to identify usage patterns that could lead to support intervention.
• Identify product enhancements and prioritize bug fixes to improve the product and customer experience.
• Provide feedback to product teams to enhance the overall customer experience.

Skills

SQL

Unix/Linux

AWS

Python

Root cause analysis

Grafana

CloudWatch

S3

Lambda

Step Functions

SDLC

Job description

Everforth Apex Systems seeks a Product Services Engineer to join a dedicated engineering team in Juno Beach, Florida. The role focuses on root cause analysis, issue resolution, and customer communication for energy software platforms, with opportunity to grow toward Product Management or Software Engineering.

The ideal candidate will troubleshoot applications, collaborate with engineering, and contribute to a strong customer advocacy mindset.