Senior Product Support Engineer

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.    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.

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