Senior Product Services Engineer (m/w/d)

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.

Job Overview

Employees in this role are analytical and creative problem solvers with a successful track record of handling large-scale, high-profile projects and deadlines. They identify, investigate and resolve complex software issues to ensure applications are performing to customer standards. Individuals will demonstrate technical expertise in software development and data analytics as well as expertise of the broader organization. This position applies analysis and problem-solving skills along with effective communication to drive customer-facing software application issues to resolution. The ideal candidate is high energy, with the ability to independently prioritize multiple tasks in a fast-paced environment.

Job Duties & Responsibilities

• Go in-depth technically across multiple technologies including application, network, host/virtual machine, and cloud environment resources as you actively seek solutions to business-critical customer environments
• Establish the root cause of errors and provide software and training solutions to improve customer experience
• Work with product owners to prioritize system enhancements and influence product roadmaps to meet customer needs
• Leverage advanced analytical and problem-solving skills to take on projects that drive process improvements and customer satisfaction
• Communicate technical issues to non-technical customers in a timely and accurate way, via phone, email, or chat
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience: 4+ years

Preferred Qualifications

• Bachelor's - Information Systems
• Master's Degree

The estimated base pay for this position is $103,200.00 to $154,800.00 per year. Starting pay will be based on several factors including, but not limited to, experience, qualifications, job-related and industry knowledge and skills and education/training.

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Exempt
Employee Type: Full Time
Job Category: Engineering
Organization: NextEra Analytics, Inc
Relocation Provided: Yes, if applicable

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to [email protected], providing your name, telephone number and the best time for us to reach you.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.