Production Support Specialist

KPG99 INC; West Palm Beach (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

KPG99 INC is seeking a Product Services Engineer to support NextEra Analytics' energy software platforms. This onsite role combines software troubleshooting, cloud technologies, and customer-facing support across production environments.

Ideal candidates will diagnose issues using Linux, SQL, AWS, logs, and monitoring tools, and communicate fixes clearly to customers and internal stakeholders. Energy analytics experience is a plus.

Qualifications

• Experience troubleshooting complex software in production environments.
• Strong root-cause analysis across application, infrastructure, and cloud layers.
• Ability to investigate using Linux/Unix comandos, logs, and monitoring data.

Responsibilities

• Investigate, troubleshoot, and resolve complex issues affecting internal and external users.
• Perform detailed root-cause analysis across app, infra, host/VM, and cloud environments.
• Analyze logs, API responses, and monitoring data to identify problem sources.
• Use Unix/Linux CLI and SQL queries to diagnose data- and application-related issues.
• Collaborate with Software Engineering, Data Science, Product Owners, and Customer Success.
• Support releases, testing, validation, and deployment activities.

Skills

Application troubleshooting

Root-cause analysis

Linux/Unix

SQL

AWS

Observability

Monitoring tools

Tools

S3

Grafana

CloudWatch

Lambda

Step Functions

Job description

Position: Product Services Engineer with Linux/Unix/AWS/SQL/Observability

Location: Onsite in Minneapolis MN or West Palm Beach FL

Duration: 6+ Months (Will be a Long Term Contract or CTH)

PREFERRED TO WORK ON W2 OR 1099

Job Description:

The Client is seekiing Product Services Engineer to join the Product Services Engineering team supporting NextEra Analytics' internal and external energy software platforms.

This is a highly technical, customer-facing production support role combining software troubleshooting, cloud technologies, application debugging, root-cause analysis, and customer support.

The ideal candidate will have strong experience troubleshooting complex software applications across application, infrastructure, and cloud environments. The individual will work closely with Software Engineering, Data Science, Product Owners, Customer Success, and Business Management to investigate issues, identify root causes, resolve customer-impacting problems, and recommend product enhancements.

The successful candidate will be a strong technical problem solver with a bias for action, customer-first mindset, strong communication skills, and the ability to independently investigate complex production issues.

Key Responsibilities:

• Investigate, troubleshoot, and resolve complex issues affecting internal and external users of energy software platforms.
• Perform detailed root-cause analysis across application, infrastructure, host/VM, and cloud environments.
• Analyze user behavior and usage patterns to identify issues that may require product or support intervention.
• Reproduce customer-reported issues in appropriate development or test environments.
• Work closely with Software Engineering, Data Science, Product Owners, Customer Success, and Business Management to resolve technical issues.
• Analyze application logs, system behavior, API responses, and monitoring data to identify the source of problems.
• Use Unix/Linux command-line tools to investigate and troubleshoot applications and environments.
• Write and execute SQL queries to investigate application and data-related issues.
• Utilize AWS services and monitoring tools to diagnose application behavior and production issues.
• Identify opportunities to improve products, reduce recurring support issues, and enhance the overall customer experience.
• Provide technical input into product roadmaps based on customer feedback and recurring issues.
• Communicate technical findings and recommended solutions clearly to both technical and non-technical stakeholders.
• Support software releases, testing, validation, and deployment activities.
• Follow established Software Development Life Cycle (SDLC) processes and best practices.

Must-Have Technical Skills

• Application troubleshooting and debugging
• Root-cause analysis
• Ability to troubleshoot issues across application and infrastructure layers

SQL:

• Ability to query and investigate application data
• Experience using SQL to troubleshoot production issues

Hands-on experience with several of the following is required:

• AWS
• Amazon S3
• AWS CloudWatch
• AWS Lambda
• AWS Step Functions

Monitoring & Observability

• Grafana
• CloudWatch
• Application monitoring and observability tools
• Log investigation and performance troubleshooting

Product & Customer Support Experience:

• Customer-facing technical support experience
• Production issue investigation and resolution
• Ability to reproduce reported application issues
• Experience distinguishing software defects from product enhancement requests
• Experience working directly with Software Engineering teams
• Experience working with Product Owners
• Experience supporting UAT and release validation
• Strong understanding of the Software Development Life Cycle

Preferred Domain Experience:

Experience in the energy, utilities, or renewable energy industry is highly desirable, particularly experience with:

• Energy software platforms
• Wind
• Battery / energy storage
• Energy analytics

Ideal Candidate:

The ideal candidate is not simply an application support analyst. The Client is looking for someone who can independently investigate a complex production problem, understand the underlying application and infrastructure, use Linux, SQL, AWS, logs, and monitoring tools to determine root cause, and then communicate the resolution effectively to customers and internal stakeholders.

A strong candidate will bring a combination of:

Production Support + Software Debugging + AWS + SQL + Linux + Observability + Customer-Facing Technical Support

Renewable energy or energy analytics experience would be a significant differentiator.