Senior Product Support Engineer

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Senior Product Support Engineer
PeopleSoft Billing Agent (Bill-to-Cash Agentic Platform)
Global Bill-to-Cash Operations — JLL Technology Centre of Expertise (location/shift TBD)
What this job involves:
About the role
#JLLTechAmbitions
The Bill-to-Cash (B2C) Agent automates Phase 2 of the IFM APAC (GGN India) billing process — ingesting client billing templates emailed by CFMs, analyzing and decomposing them into invoice groups, validating each group against SOP and PeopleSoft business rules, and raising temp/proforma invoices in PeopleSoft. It replaces a manual and RPA-based process (currently ~48-hour turnaround time, 86,000+ transactions per year across 500+ client accounts) with an event-driven, multi-agent pipeline hosted on AWS (Strands Graph on Amazon Bedrock AgentCore Runtime), integrating with M365/SharePoint, PeopleSoft (via APIM), Datadog, and Power BI.
JLL is seeking a Product Support manager to own day-to-day operational support of this platform across non-production and production environments — monitoring pipeline health, triaging failures and exceptions, coordinating fixes with Engineering, and acting as the operational point of contact for FinOps and Ops. Communication is key: this role requires clear triage, timely escalation, and clean handoffs across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model.
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