Product Support Engineer

About Us

We're a rapidly growing energy technology startup building a platform that helps businesses monitor and understand their solar energy assets.

Every day, our platform ingests millions of energy readings from thousands of devices, transforming raw telemetry into insights that customers rely on to monitor performance, understand revenue, and make operational decisions.

As our customer base continues to grow, we're looking for a Product Support Engineer who enjoys solving complex technical problems and wants to work at the intersection of Engineering, Data, Product, and Customer Success.

The Role

This isn't a traditional support role.

You'll be responsible for investigating complex production issues, identifying root causes, and helping ensure our platform remains accurate, reliable, and trustworthy.

One day you might be analysing SQL queries to explain why a customer's revenue doesn't match their export. The next, you could be debugging a GraphQL API, investigating missing data from a third-party integration, or working with engineers to identify the root cause of a production issue.

We're looking for someone who enjoys detective work, asks good questions, and is comfortable working across multiple technical domains.

What You'll Be Doing

• Investigate complex customer-reported issues across our platform.
• Diagnose production bugs by analysing application behaviour, logs, SQL queries, and data pipelines.
• Work closely with Engineering to reproduce issues and identify root causes.
• Investigate data discrepancies across dashboards, reports, exports, and APIs.
• Write SQL queries to validate data, identify inconsistencies, and support investigations.
• Analyse logs, monitoring tools, and application telemetry to understand production incidents.
• Collaborate with Customer Success to communicate technical findings clearly and accurately.
• Improve internal documentation and investigation processes.
• Identify recurring issues and propose long-term improvements to increase platform reliability.
• Contribute small code fixes or tooling improvements where appropriate.

What We're Looking For

Core Skills

• Strong analytical and problem-solving skills.
• Comfortable writing SQL (ideally PostgreSQL).
• Experience investigating production issues or debugging complex software systems.
• Ability to read and understand application code (JavaScript/TypeScript is a plus).
• Excellent written communication.
• Ability to work independently and structure investigations logically.
• Curious mindset with a desire to understand why something happened, not just how to fix it.

Nice to Have

• Experience with GraphQL APIs.
• At least 2 years of experience with Node.js or TypeScript or Python.
• Familiarity with AWS.
• Experience using monitoring or observability tools (CloudWatch, Sentry, Datadog, Grafana, etc.).
• Experience working with customer-facing SaaS products.
• Knowledge of renewable energy or IoT platforms.

How You Work

• You enjoy solving difficult problems and are naturally curious.
• You approach investigations methodically rather than jumping to conclusions.
• You communicate technical concepts clearly to both technical and non-technical audiences.
• You're comfortable working with incomplete information and forming evidence-based hypotheses.
• You balance pragmatism with attention to detail.
• You enjoy collaborating across Engineering, Product, and Customer Success.
• You continuously look for opportunities to improve processes and tooling.

Why Join Us

• Work on real production systems handling millions of energy readings every day.
• Solve challenging technical problems with direct customer impact.
• Collaborate closely with Engineering, Product, Data, and Customer Success.
• Help shape how we investigate and resolve production issues as the company grows.
• Take ownership of meaningful work in a fast-moving, collaborative environment.
• Be part of a team that values curiosity, pragmatism, and continuous improvement.