Senior Product Support Engineer

About the role

Responsibilities

• Monitoring & Alerting
• Monitor pipeline health using Datadog (APM, metrics, logs) and CloudWatch (native AWS monitoring, GenAI Observability) across all pipeline components — API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, Aurora Postgres
• Respond to CloudWatch alarms and Datadog alerts on node, tool, or component failures within defined response times
• Track AWS Bedrock LLM cost and usage against budget alerts
• Incident & Exception Handling
• Triage pipeline exceptions using the handoff CSV (per-invoice-group pass/fail status, failing node, failing rule) and the linked SharePoint SR folder
• Distinguish between transient/infrastructure failures (retry, escalate to Engineering) and business-rule/data failures (route to FinOps per the “restart, not resume” model — corrected templates re-enter as a new SR)
• Monitor the SQS Dead-Letter Queue and work with Engineering to identify and resolve stuck or failed messages
• Ensure success, partial-success, and exception notifications (via SendGrid) are reaching FinOps as expected
• SLA & Throughput Management
• Track adherence to the T+1 business-day SLA for temp invoice creation from successful receipt of the billing template
• Use the Power BI Ops dashboard (sourced from Aurora via EDP Sync) to monitor throughput, latency, and exception volume, escalating any degradation trends
• Monitor for month-end volume peaks (steady-state ~7,000 invoice transactions/month) and flag scaling or capacity concerns
• Data & Reference Integrity
• Monitor the scheduled Refresh Lambda that mirrors SOPs/mappers (SharePoint → S3) and PeopleSoft reference data (project config, addresses, tax codes, service types → Aurora), and confirm refresh jobs complete successfully
• Escalate any signs of stale reference data being served, given the requirement that accrual checks always run live and the system must never silently serve stale or incorrect financial data
• Support root-cause investigation when reference data discrepancies (e.g., address resolution, tax code mismatches) drive validation failures
• Environment & Release Support
• Support Dev, UAT, and Production environments (all AWS us-east-1), including coordination of deployments via the standard dev-UAT-prod SDLC
• Verify IaC (Terraform)-provisioned resources are healthy post-deployment
• Participate in Snyk/Wiz security scan remediation coordination as needed
• Audit & Compliance Support
• Support FinOps and Engineering with queries against the append-only PipelineStepLog (Aurora) audit trail (input, output, confidence score, and status per pipeline event) for audit or investigation requests
• Ensure no financial content is inadvertently routed outside approved channels (e.g., confirming Datadog exports remain metrics/logs/traces only, per data classification requirements under Policy 27)
• Continuous Improvement
• Feed recurring failure patterns (e.g., frequent validation rule breaches, template classification misses) back to Engineering and FinOps for SOP, mapper, or client-recipe updates
• Support AgentCore Evaluations by flagging live incidents that may indicate golden dataset gaps
• Purpose of the Role
• Own day-to-day operational support of the billing agent pipeline: proactively monitor node/tool health, respond to alerts, and triage and resolve (or escalate) failures within SLA
• Ensure Ops and FinOps teams can rely on accurate, timely temp invoice creation
• Support Dev, UAT, and Production environments under the direction of Engineering and FinOps leadership
• Act as the operational point of contact for FinOps/Ops, ensuring clean handoffs between Engineering, FinOps, and Ops
• Sounds like you? To apply you need to be:
• Experience & Education
• Experience in production/application support for cloud-hosted, event-driven systems (ideally AWS)
• Working knowledge of AWS services: Lambda, SQS/DLQ, EventBridge, S3, Aurora Postgres (or equivalent RDBMS), API Gateway
• Understanding of, or willingness to learn, PeopleSoft billing/invoicing concepts (temp/proforma invoices, HSN codes, GST/tax codes, address sequence codes) — training will be provided via the SOP repository
• Technical Skills & Competencies
• Familiarity with observability tooling — Datadog and/or CloudWatch (dashboards, alarms, log search)
• Comfortable reading structured logs/JSON payloads to triage failures (SQL for Aurora queries a plus)
• Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows is a plus
• Exposure to AI/LLM-based or agentic systems (e.g., Amazon Bedrock, AgentCore) is a plus but not required
• Strong incident-management discipline: clear triage, timely escalation, and clean handoffs
• Comfortable working across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model
• Ability to identify risks and issues and propose solutions effectively
• Self-starter able to execute with minimal supervision; ability to work autonomously, but as a team contributor
• Excellent verbal and written communication skills
• What success looks like:
• Alerts acknowledged and triaged within agreed response windows
• Exceptions correctly routed (Engineering vs. FinOps) with minimal back-and-forth
• T+1 SLA breaches identified early and escalated proactively, not discovered after the fact
• No incidents of stale/incorrect financial data being served without detection
• Clean, actionable input into Engineering/FinOps on recurring failure patterns
• What we can do for you:
• You’ll join an entrepreneurial, inclusive culture. One where we succeed together — across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, well-being, benefits, and pay.
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you...
• Apply today!
• Note: Content is derived from the solution's Consolidated Design Record (CDR) — architecture, NFRs, tools, and process flow. Compensation, reporting line, location/shift requirements, and exact SLA response-time targets are not specified in the source document and should be added by the hiring manager/HR before posting.
• On-site –Gurugram, HR
• Scheduled Weekly Hours:
• 40
• If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
• At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
• JLL Privacy Notice
• Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
• For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
• For additional details please see our career site pages for each country.
• Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Location:

• On-site –Gurugram, HR
• Scheduled Weekly Hours:
• 40
• If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
• At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
• JLL Privacy Notice
• Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
• For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
• For additional details please see our career site pages for each country.
• Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Qualifications

• Familiarity with observability tooling — Datadog and/or CloudWatch (dashboards, alarms, log search)

Preferred Qualifications

• Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows is a plus