Senior Product Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bidgely

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

⚡ Energy

🤖 Artificial Intelligence

☁️ SaaS

💰 $18M Venture Round - Bidgely on 2023-07

Energy • Artificial Intelligence • SaaS

Bidgely is an energy analytics company that provides utilities and energy providers with AI-powered software for customer energy insights, meter data analytics, and appliance-level energy disaggregation (non-intrusive load monitoring). Its platform uses machine learning to analyze smart meter and IoT data to enable customer engagement, demand response, energy efficiency programs, and distributed energy resource (DER) planning. Bidgely sells to enterprise utility customers as a B2B SaaS solution focused on improving customer experience and operational energy programs.

📋 Description

• Act as the primary escalation point for complex production issues and customer-impacting incidents • Own assigned and escalated issues end-to-end, from triage through resolution, communication, RCA, and preventive action • Lead internal war rooms, customer calls, and critical issue-resolution meetings • Troubleshoot distributed applications, data pipelines, APIs, integrations, message queues, and cloud-hosted services • Analyze 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 systems • Maintain ticket hygiene and document support activity according to SLAs and operational standards • Communicate with customers, Customer Success, Delivery, and internal stakeholders during incidents and escalations • Partner with Engineering, SRE, Product, QA, and Delivery to resolve defects and improve release readiness • Provide the support perspective in design, feature, release, and post-release reviews • Identify customer-impacting risks before go-live and support transitions of new capabilities • Monitor platform health using CloudWatch, Grafana, Opsgenie, Datadog, or equivalent tools • Identify recurring issues, alert gaps, false positives, operational bottlenecks, and manual support work • Improve monitoring, alerting, runbooks, knowledge articles, workflows, and operational controls • Automate repetitive support activities using Python, Bash, SQL, or other suitable tools • Write root cause analyses and track corrective actions through completion • Mentor Product Support Engineers and develop troubleshooting practices • Maintain troubleshooting guides, RCA templates, playbooks, onboarding materials, and technical documentation • Share product, platform, and incident knowledge through reviews, training, and team forums • Contribute to hiring, onboarding, and capability-building initiatives

🎯 Requirements

• 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: experience supporting B2B SaaS products, data platforms, APIs, or high-volume data-processing systems • Preferred: experience in energy, utilities, fintech, healthcare, or another operationally critical domain • Preferred: familiarity with SRE practices, observability, service-level objectives, and error budgets • Preferred: ITIL certification or practical experience with formal incident and problem management frameworks • Preferred: experience with CI/CD, cloud infrastructure, databases, or distributed systems • Preferred: experience mentoring engineers or acting as a technical lead • Preferred: exposure to Agile or Scrum delivery environments

🏖️ Benefits

• 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 • Mentoring and knowledge-sharing opportunities

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