Senior Product Services Engineer

Our client is seeking a Senior Product Services Engineer to support its portfolio of internal and external energy software platforms. This individual will focus on root cause analysis, issue resolution, customer communication, and product improvement initiatives. The ideal candidate will possess a blend of technical troubleshooting expertise, software application support experience, and knowledge of renewable energy and storage systems.
The Sr Product Services Engineer will collaborate with Software Engineering, Data Science, Customer Success, and Business Management teams to resolve complex customer issues while helping shape future product enhancements based on customer feedback. Success in this role requires strong technical skills, customer advocacy, a bias for action, and excellent communication abilities.

Responsibilities
Perform root cause analysis and troubleshoot complex production issues across energy software platforms.
Serve as a primary technical resource for customer issue resolution and ongoing support.
Communicate effectively with customers regarding incidents, status updates, and resolutions.
Analyze user behavior and usage patterns to proactively identify support trends and recurring issues.
Recommend product enhancements and prioritize bug fixes to improve platform stability and user experience.
Collaborate with Software Engineering, Data Science, Customer Success, and Product teams to drive issue resolution.
Set up local development environments to debug and troubleshoot reported application issues.
Support and monitor cloud-based applications and infrastructure hosted in AWS environments.
Influence product roadmap decisions by communicating customer feedback and operational insights.
Assist with monitoring, observability, and performance analysis of production systems.

Qualifications
Required
Experience supporting enterprise software applications and resolving complex technical issues.
Strong root cause analysis and troubleshooting capabilities.
Understanding of renewable energy and energy storage systems.
Experience with Unix/Linux command-line environments.
Strong SQL skills for data analysis and troubleshooting.
Experience with monitoring and observability tools such as Grafana or CloudWatch.
Ability to identify model inputs and outputs and troubleshoot application behavior.
Experience setting up local development environments for debugging.
Familiarity with AWS services including:
o S3
o CloudWatch
o Lambda
o Step Functions
Understanding of Software Development Life Cycle (SDLC).
Strong customer-facing communication skills.
Preferred
Experience supporting SaaS or cloud-based software platforms.
Experience working alongside Software Engineering and Data Science teams.
Background supporting analytics, forecasting, or energy-related applications.
Experience influencing product improvements and roadmap decisions based on customer feedback.
Top Skills / Sizzle Points
Strong troubleshooting and root cause analysis experience supporting enterprise software applications.
Hands-on experience with AWS services including S3, CloudWatch, Lambda, and Step Functions.
Proficiency with Unix/Linux command line, SQL, and monitoring tools such as Grafana and CloudWatch.
Experience supporting energy, renewable energy, or storage-related software platforms while driving customer-focused product improvements.