Production Support Engineer

Job Summary
We are seeking a technically skilled Production Support Engineer to support internal and external energy software platforms through application troubleshooting, root cause analysis, issue resolution, and customer communication. This is an application/product support role rather than a Help Desk or Desktop Support position. The ideal candidate will combine strong communication and customer-service skills with technical troubleshooting experience, software development knowledge, and familiarity with cloud, databases, monitoring, and software development lifecycle practices. The role offers opportunities to contribute to product improvements, automation, AI-enabled support initiatives, and future growth into Product Management, Software Engineering, or Data Science.


Top Must-Haves
• Strong communication skills with the ability to manage end-user interactions, training-related questions, and ticket communication from intake through resolution.
• Technical troubleshooting experience supporting software applications, including ticket triage, root cause analysis, and escalation to development teams through JIRA.
• Technical aptitude with exposure to software development concepts, with Python preferred, and the ability to grow into Product Management, Software Engineering, or Data Science.


Key Responsibilities
• Support internal and external software products by managing user support requests, troubleshooting application issues, and resolving support tickets.
• Perform ticket triage, investigation, root cause analysis, and resolution of software application issues.
• Communicate effectively with users and customers throughout the support lifecycle, providing clear updates and resolution details.
• Escalate complex issues to Software Engineering and other technical teams through JIRA when required.
• Work closely with Software Engineering, Data Science, Customer Success, and Business Management teams to resolve customer and product issues.
• Identify user context, usage patterns, and behaviors that may lead to support intervention.
• Identify recurring issues and recommend product enhancements or bug fixes to reduce future support requirements.
• Provide feedback to product teams to improve product functionality and overall customer experience.
• Use Unix command-line tools, SQL, and monitoring/observability platforms to investigate application issues.
• Analyze model inputs and outputs and establish local development environments to reproduce, debug, and troubleshoot reported issues.
• Support applications running on AWS services including S3, CloudWatch, Lambda, and Step Functions.
• Contribute to process improvements, reporting enhancements, automation initiatives, and AI-enabled support capabilities.
• Maintain awareness of the Software Development Lifecycle and collaborate across teams throughout development, testing, deployment, and support.
• Support a high-volume support environment handling approximately 3,000 tickets annually.


Required Qualifications
• Strong application or product support experience with hands-on technical troubleshooting capabilities.
• Strong written and verbal communication skills with the ability to work effectively with end users, customers, and technical teams.
• Experience with ticket triage, issue investigation, root cause analysis, escalation, and resolution.
• Familiarity with JIRA or similar issue and ticket management platforms.
• Familiarity with Unix/Linux command-line environments.
• Strong SQL skills for application troubleshooting and data investigation.
• Familiarity with monitoring and observability tools such as Grafana or CloudWatch.
• Exposure to software development concepts and the Software Development Lifecycle.
• Familiarity with Python or another programming language; Python is preferred.
• Ability to identify and analyze model inputs and outputs.
• Ability to establish or work within a local development environment for debugging and troubleshooting.
• Familiarity with AWS services including S3, CloudWatch, Lambda, and Step Functions.
• Strong analytical, problem-solving, customer advocacy, and troubleshooting skills.


Preferred Qualifications
• Experience supporting energy, renewable energy, analytics, or other specialized software platforms.
• Experience working with Software Engineering, Data Science, Customer Success, or Product Management teams.
• Experience identifying product enhancements and prioritizing recurring bug fixes.
• Experience with application monitoring, observability, automation, and reporting improvements.
• Experience with AI-enabled support solutions or automation initiatives.
• Experience working with internal enterprise software products.
• Understanding of software development, testing, deployment, and production support processes.