Who We Are

Bidgely (which means "electricity" in Hindi) is an AI-powered SaaS Company accelerating a clean energy future by enabling energy companies and consumers to make data-driven energy-related decisions.

Ranked #7 in Applied AI on Fast Company’s list of Most Innovative Companies in the World, Bidgely is putting customers at the center of the clean energy future.

What We Do

Powered by our unique patented technology, Bidgely's UtilityAI™ Platform transforms multiple dimensions of customer data - such as energy consumption, demographics, and interactions into deeply accurate and actionable consumer energy insights. We leverage these insights to empower each customer with personalized recommendations tailored to their individual personality and lifestyle, usage attributes, behavioral patterns, purchase propensity and beyond.

How We Do It

From a distributed energy resources (DER) and grid edge perspective, Bidgely is advancing smart meter innovation with data-driven solutions for solar PVs, electric vehicle (EV) detection, EV behavioral load shifting and managed charging, energy theft, short-term load forecasting, grid analytics and time of use (TOU) rate designs. Bidgely’s UtilityAI™ energy analytics provides deep visibility into generation and consumption for better peak load shaping and grid planning and delivers targeted recommendations for new value-added products and services. For more information, please visit www.bidgely.com or the Bidgely blog at bidgely.com/blog.

Bidgely is looking for a highly motivated and skilled Product Support Engineer to join our Product
Support team. This role is ideal for someone who is passionate about delivering exceptional
customer experiences within a dynamic, consumer-facing product environment. You should have
strong problem-solving and troubleshooting abilities, along with the flexibility to collaborate
effectively across time zones and geographies. The Product Support Engineer will focus on
managing customer interactions, resolving technical issues related to Bidgely’s products, and
ensuring high levels of customer satisfaction through cross-functional collaboration and technical
expertise.

Designation: Product Support Engineer
Experience Level: 1.5+ years
Shift Details: 24 X 7 Rotational every two months

Mandatory Skills:
● Strong problem-solving and troubleshooting skills
● Log triaging and analysis skills
● Cloud platform expertise (AWS/GCP)
● Experience with monitoring tools such as CloudWatch, Grafana, and Opsgenie
● Exposure to messaging services like Kafka or RabbitMQ
● Proficiency with Linux commands and basic scripting
● SQL proficiency with databases such as MySQL, Oracle, MSSQL, and Redshift
● Experience with ticketing systems like JIRA, Zendesk, or ServiceNow
● Excellent verbal and written communication skills

What you will do:

● Provide hands-on 24x7 support for Bidgely’s applications, including UtilityAI and HomeBeat.
● Become a troubleshooting expert, resolving complex customer-facing and backend system issues.
● Investigate, debug, and optimize data processing pipelines and queue management systems (e.g., Kafka, RabbitMQ, Amazon SQS).
● Use monitoring and alerting tools to ensure system health and uptime.Cloudwatch, Opsgenie, and Grafana
● Take complete ownership of assigned Jira tickets, ensuring resolution within defined SLAs.
● Participate in planning and sprint reviews with cross-functional teams.
● Provide detailed Root Cause Analyses (RCAs) and support continuous improvement efforts across support processes.
● Collaborate with DevOps and delivery engineering teams to optimize the performance of applications hosted on AWS or Google Cloud Platform.
● Work closely with product managers, delivery teams, and QA engineers to understand feature rollouts and mitigate risk.

● Design and implement robust support solutions and automate repetitive or manual support tasks.
● Contribute to team growth by mentoring junior engineers and sharing technical knowledge.
● Create and maintain well-structured documentation, including best practices and lessons learned, to enrich the internal knowledge base.

Requirements

● Bachelor’s degree in Computer Science, Engineering, or a related technical fields
● 1.5+ years of experience in Production Support, software engineering, or SRE roles.
● Strong analytical, problem-solving, and troubleshooting skills, particularly with distributed systems.
● Hands-on experience with cloud platforms such as AWS or GCP.
● Familiarity with data pipeline and queue systems such as Kafka, RabbitMQ, etc.
● Experience with monitoring tools like Cloudwatch, Grafana, Opsgenie, etc.
● Solid understanding of agile project management and experience using tools like Jira, Zendesk, etc.
● Excellent communication skills, especially in external-facing roles or customer interactions.

Preferred Qualifications

● Experience working in a B2B SaaS company.
● Familiarity with ITIL or other IT service management frameworks.
● Demonstrated ability to manage strategic client conversations and complex escalations.
● Proven track record of working with organized support processes and writing structured technical documentation.
● Willingness to work in rotating shifts, including nights, weekends, or holidays, as needed

What You Get

Perks

• Growth Potential with a Startup: Seize the opportunity to grow with an innovative startup
• Collaborative Environment: Work with a passionate team united by the goal of a clean energy future
• Unique Tools: We provide all the tools you need to excel in your role
• Group Health Insurance, Internet/Telephone Reimbursement, Professional Development Allowance, Gratuity etc
• Mentorship Programs: Opportunity to learn and receive mentorship from industry experts
• Flexible Work Arrangements: Benefit from flexible working arrangements, Work anywhere from India

Diversity, Equity, Inclusion and Equal Opportunity

Bidgely is an equal-opportunity employer. We are serious about and embrace diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills to build a better future and a better workforce. Our hiring decisions are based on your skills, talent, and passion – not on your background, gender, race, age, or the quirky way you dance at office parties.

Bidgely is an EVerify employer.