Product Services Engineer

Job Description:

Product Services Engineer

Location: Juno Beach, Florida (Onsite)

Role Overview

We are seeking a Product Services Engineer to join a dedicated Product Services Engineering team. This role focuses on root cause analysis, issue resolution, and customer communication for a portfolio of internal and external energy software platforms. The ideal candidate will have experience troubleshooting software applications and a strong customer advocacy mindset. This position offers a career path toward Product Management or Software Engineering, and is not a Help Desk or Desktop Support role.

Key Responsibilities

• Manage user support requests, troubleshoot application issues, resolve tickets, and coordinate with software engineering teams.
• Perform technical troubleshooting, including ticket triage, root cause analysis, and escalation to development teams through JIRA when needed.
• Engage in end-user interactions, address training-related questions, and maintain ongoing ticket communication from intake through resolution.
• Understand user context to identify usage patterns that could lead to support intervention.
• Identify product enhancements and prioritize bug fixes to improve the product and customer experience.
• Provide feedback to product teams to enhance the overall customer experience.

• Experience in application or software troubleshooting.
• A strong customer communication and support mindset.
• Technical aptitude with SQL, Unix/Linux, and AWS, with an ability to investigate root causes.
• Familiarity with the Software Development Life Cycle.
• Experience identifying model inputs and outputs and the ability to set up a local development environment to debug and troubleshoot user-reported issues.
• Familiarity with monitoring and observability tools like Grafana or CloudWatch.
• Familiarity with AWS Services including S3, CloudWatch, Lambda, and Step Functions.
• Technical aptitude with exposure to software development concepts, with Python being preferred.

• Experience in a role such as Application Support Engineer, Product Support Engineer, Technical Support Engineer, or Software Support Engineer.
• Background as a Technical Business Systems Analyst or Product Operations Analyst.
• Familiarity with renewable energy concepts.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.