Product Solution Engineer
HighLevel (company site, opens in a new tab)2–4 yrsRemoteDirect career pageEst. 10–18 LPA
Posted 1h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and resolve complex Level 4 support escalations for assigned products, including troubleshooting, root cause analysis, and coordination with Engineering and Product teams.
- Develop, maintain, and improve technical documentation, support articles, SOPs, and training materials to enhance support quality and efficiency.
- Analyze support ticket trends to provide actionable insights for product improvements and operational automation, while ensuring SLA adherence.
Minimum Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent practical experience.
- 2–4 years of experience in Technical Support, Product Support, Solutions Engineering, or similar technical role.
- Strong technical troubleshooting skills including working knowledge of APIs, REST, HTTP, SQL, browser dev tools, and API testing tools like Postman.
- Excellent written and verbal communication skills with experience in technical documentation and cross-team collaboration.
Ideal Candidate Profile
- Experienced in handling high complexity customer support issues and working effectively with Engineering and Product teams to resolve defects.
- Comfortable performing technical root cause analysis and creating detailed documentation and training resources.
- Skilled at analyzing support data to identify recurring issues and recommend process or product improvements, with a focus on operational efficiency and SLA compliance.