Senior Incident & Platform Reliability Engineer

Bidgely, Inc; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Competitive 401(k)

Job summary

Bidgely, Inc. is seeking a Senior Product Support Engineer to own complex production issues end‑to‑end. You will lead cross‑functional incident response, mentor peers, and drive proactive improvements across SaaS platforms and data pipelines.

You will collaborate with Engineering, SRE, Product, QA, and Customer Success to improve reliability, observability, and supportability, while mentoring junior engineers and shaping proactive support initiatives.

Qualifications

• 7–10 years in production/support roles with customer impact.
• Strong SaaS/enterprise app troubleshooting in production.
• Hands‑on with AWS or GCP and Linux‑based systems.
• Strong SQL skills and log analysis experience.
• Experience with monitoring and incident tools (CloudWatch, Grafana, Datadog, etc.).
• Familiarity with Kafka, RabbitMQ, or SQS messaging systems.
• Ability to read/write automation scripts (Python/Bash).
• Experience with Jira, Zendesk, ServiceNow or similar.

Responsibilities

• Act as primary escalation point for complex production issues.
• Own issues end-to-end from triage to RCA and prevention.
• Lead war rooms, customer calls and critical resolution meetings.
• Troubleshoot distributed apps, data pipelines, APIs, queues, cloud services.
• Analyze logs, metrics, traces, DB behavior to isolate faults.
• Investigate messaging systems like Kafka/SQS and validate fixes.

Skills

Escalation management

Cross-functional collaboration

Incident management

Root cause analysis

SQL data analysis

Python/Bash scripting

Communication skills

Tools

AWS

GCP

Linux

Kafka

RabbitMQ

Amazon SQS

Jira

Zendesk

ServiceNow

Job description

Bidgely, Inc. is seeking a Senior Product Support Engineer to own complex production issues end‑to‑end. You will lead cross‑functional incident response, mentor peers, and drive proactive improvements across SaaS platforms and data pipelines.

You will collaborate with Engineering, SRE, Product, QA, and Customer Success to improve reliability, observability, and supportability, while mentoring junior engineers and shaping proactive support initiatives.