Sr Product Services Engineer

Requisition ID:  97465 

 

NextEra Analytics offers energy consulting services using industry-leading scientific analysis for planning, siting, forecasting and optimizing all forms of energy projects. Our optimization and analytics platforms integrate open-source technologies to leverage massive, diverse sets of utility operating data. This enables rapid development of operational solutions. Applying expertise in advanced mathematics, data and physical sciences, we solve some of the hardest problems facing the energy industry.
 

 

Position Specific Description

We are seeking a Senior Product Services Engineer to provide Level 2 Technical Support to a growing suite of in-house products, including optimization products used to monitor and operate energy assets, as well as more traditional business services and operations. This senior role is the primary technical bridge between our customer-facing support teams; engineering; science and IT. You will respond to tickets, emails and alerts; diagnose issues across APIs, cloud infrastructure, data flows, and user-facing applications; and coordinate recovery through resolution. The primary focus of this role is Level 2 operational support facilitated by agentic tools, though Level 1 Frontline support may sometimes be required. Participation in an on-call pager rotation is required.

 

Key Responsibilities & Expectations

 

1. Customer Support & Incident Response

• Real-Time Customer Support: Respond to calls, emails, alerts, and incident channels with urgency, empathy, and clear ownership from report through resolution.
• Technical Troubleshooting: Debug complex issues across APIs, authentication, networking, cloud services, application logs, data flows, configurations, and customer environments.
• Incident Leadership: Assess severity, coordinate responders, communicate status and workarounds, restore service quickly, and ensure customers understand next steps.

 

2. Customer Advocacy & Product Feedback

• Voice of the Customer: Identify recurring pain points and usage patterns, then translate them into prioritized product, reliability, and supportability improvements.
• Technical Translation: Explain complex behavior, risks, and tradeoffs in clear language for customers, Product Managers, business leaders, and engineering teams.
• Support Readiness: Create and improve runbooks, troubleshooting guides, known-issue documentation, support playbooks, and customer-facing technical guidance.

 

3. Change, Release & Service Management

• Release Partnership: Represent customer and support needs during planning, testing, release readiness reviews, maintenance windows, and post-release validation.
• Controlled Change: Evaluate customer impact, dependencies, rollback plans, communications, and operational coverage so changes are introduced safely and predictably.
• Operational Feedback: Use incidents, support trends, and release outcomes to improve quality gates, acceptance criteria, telemetry, and future delivery decisions.

 

4. Reliability, Security & Automation

• Service Health: Use dashboards, logs, metrics, traces, and alerts to understand production behavior and detect customer-impacting conditions early.
• Durable Remediation: Drive root-cause analysis and partner with engineering teams to replace recurring manual fixes with tested automation and permanent corrective actions.
• Security & Compliance: Handle customer data and production access responsibly, follow secure support practices, and escalate vulnerabilities or control gaps promptly.

 

5. Leadership & Culture

• On-Call Ownership: Participate in a rotating pager schedule and remain calm, responsive, and accountable during high-severity events, including outside normal business hours.
• Mentoring & Standards: Coach teammates in troubleshooting, customer communication, incident management, and operational discipline while raising the quality of the support function.
• Collaborative Autonomy: Operate with sound judgment and high autonomy while partnering closely with Software Development, Product, Security, and business teams.