Senior Product Support

The Company You’ll Join

At Bidgely, we are working to accelerate a clean energy future by enabling energy companies and consumers to make data-driven energy-related decisions.

Bidgely has developed the utility industry’s first enterprise energy analytics and customer engagement SaaS platform. Our artificial intelligence (AI) powered platform transforms utility meter data into business intelligence that electric and gas utilities can use to improve customer satisfaction, drive energy efficiency, and create new revenue models by offering customer-relevant energy products and services through the utility’s marketplace. customer satisfaction, operational efficiency and new revenue models. More than 17M+ homes across 30 utilities in 10+ countries are on the Bidgely platform. Based in Silicon Valley, the company has invested $30M in R&D and provides a fun and intellectually-engaging environment.

The Position and the Team You’ll Work With

Bidgely is looking for an extraordinary and dynamic Senior Product Support Engineer to be a part of the Support Services team at Bidgely which include team members in Bangalore and the Mountain View, California. You must have a passion for superior customer satisfaction as part of a successful consumer-facing global product organization. You must be a good problem solver and trouble-shooter yourself and should be able to work across geographies and time zones to manage customers across the globe. Be part of a highly energetic and innovative team and creating customer delight as a differentiator for Bidgely.

As Senior Product Support You Will

  • Resolve production issues and utility customer issues in a timely manner and ensure Service Level Agreement (SLA) compliance. Should be hands-on enough to do the technical trouble-soothing as well as mentor the team
  • Own the periodic communication and regular updates to utility customers per the SLA
  • Setup and Monitor production alerts and dashboards to find production issues proactively and report to appropriate teams
  • Track key support metrics and utility SLAs on response times, updates, etc. Analyze and report on these metrics regularly
  • Look for continuous improvement by incorporating key learnings and Improve support productivity and metrics over time
  • Coordinate with internal teams – operations, engineering, production support and customer success to resolve production issues in a timely manner. Conduct daily and weekly meetings to prioritize and track progress on production issues. Escalate internally as appropriate
  • Stay current with the latest tools and methodologies; share knowledge by clearly articulating results and ideas to key decision makers

You Will Bring

  • 5+ years of experience working in product support for global SaaS-based consumer products
  • BE in any discipline / MCA or equivalent
  • Flexible to work on late night shifts or early morning hours in office premises on a rotational basis
  • Excellent troubleshooter. Strong analytical and problem-solving skill. Should be able to provide initial analysis for any production issue and also a corrective action for the customer as a work around
  • In-depth experience on Shell/Perl scripts, SQL, Unix and Java
  • Experience on AWS will be added Advantage
  • Ability to collaborate across distributed teams and strong interpersonal skills. Ability to deliver during crunch time
  • Excellent written and verbal communication skills, ability to explain technical issues clearly to non-technical users
  • Strong Software development fundamentals and fluent in Unix scripting and Database Queries
  • Passion for superior customer experience and ready to go the extra mile for customer delight
  • Familiarity with customer relationship management systems and the process would be a plus

About You

  • Passionate about a clean energy future
  • Innovative – You challenge the status quo
  • Resilient – You enjoy meeting challenges head on and strive to find creative solutions to problems
  • Data driven – you understand the importance of data in decision making

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