Senior Product Support 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

About the Role

We are seeking a Senior Product Support Engineer to lead the resolution of complex customer and production issues across Bidgely’s platform. In this hands‑on position, you will combine deep technical troubleshooting, customer communication, incident leadership, and continuous improvement.

You will serve as a trusted escalation point for high‑impact issues, lead cross‑functional resolution efforts, and partner with Engineering, SRE, Delivery, Product, QA, and Customer Success teams to enhance platform reliability and supportability. Additionally, you will mentor support engineers and help build a stronger, more proactive support function.

The ideal candidate is comfortable navigating ambiguity, leading high‑pressure discussions, using data and logs to identify root causes, and driving corrective actions to closure.

What You Will Do

Technical Support and Incident Ownership

• 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 to 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.

Customer and Cross‑functional Partnership

• 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.

Reliability and Continuous Improvement

• 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.

Team Capability and Knowledge Sharing

• 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 Bring

• 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.

Preferred Qualifications

• 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.

How Success Will Be Measured

• High‑impact incidents are led with clear ownership, timely communication, and disciplined follow‑through.
• Escalated issues are resolved within agreed SLAs, with accurate and complete documentation.
• RCA actions are completed and verified, with measurable reduction in repeat incidents and operational risk.
• Monitoring, alerting, runbooks, and knowledge coverage improve over time.
• Manual or repetitive support work is reduced through automation and improved workflows.
• Product Support is engaged earlier in release planning and contributes to increased release readiness.
• Junior and mid‑level engineers become more self‑sufficient through mentoring and knowledge sharing.
• Customers and internal stakeholders experience clear communication and dependable issue ownership.

Why Join Bidgely?

• Work on AI‑powered products that support the clean‑energy transition.
• Solve technically challenging problems involving energy data, analytics, cloud platforms, and distributed systems.
• Make a visible impact on customer experience, product reliability, and operational excellence.
• Collaborate with teams across Product, Engineering, SRE, Delivery, Customer Success, and global customer organizations.
• Help shape a more proactive