Senior Product Support Engineer

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 wit