Posted today · be early
Product Solution Engineer
HighLevel
IndiaremotePosted 1 day ago
Skill Required
Product-Solution-EngineerSolutions-EngineerTechnical-Support-EngineerSupport-EngineerSoftware-Engineer-in-TestProduct-Solutions-ManagerProduct-Solution-ArchitectSolutions-Design-EngineerSolution-Design-EngineerProduct-Solutions-Specialisttroubleshootingrelated fieldMicroservicesPostmanEngineeringR ProgrammingautomationdebuggingITILbuildingwrittenTestNGAPIsSQLandAIFulltime
Key highlights
- Required experience: 2–4 years in Technical Support, Product Support, Solutions Engineering, or similar
- Key Benefit: Global, remote-first organization
- Notable Requirement: Bachelor's degree in CS, IT, Engineering, or equivalent practical experience
- Notable Requirement: Experience with APIs, REST services, and SQL
Role overview
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. The company operates as a global, remote-first organization that supports SMBs across 150+ countries. We are seeking a dedicated Product Solution Engineer I to join our team and bridge the gap between our development and support teams, ensuring seamless resolution of customer issues.
Responsibilities
- Own and resolve complex L4 support escalations within assigned product areas.
- Investigate, reproduce, and troubleshoot customer-reported technical issues.
- Perform root cause analysis and collaborate with Engineering and Product teams on defect resolution.
- Document technical findings, reproduction steps, and resolution details accurately.
- Create, maintain, and improve support articles, SOPs, and troubleshooting documentation.
- Analyze ticket trends to identify recurring issues, product gaps, and customer pain points.
- Provide actionable insights and recommendations to improve product quality and customer experience.
- Conduct technical training sessions for Support and Customer Success teams.
- Develop onboarding materials, knowledge-sharing content, and walkthrough videos.
- Engage directly with customers to troubleshoot complex issues and provide technical guidance.
- Identify opportunities to automate repetitive support processes and improve operational efficiency.
- Drive continuous improvements in support workflows, documentation, and self-service resources.
- Ensure adherence to SLAs, quality standards, and escalation processes.
- Continuously build expertise in assigned products and emerging technologies.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 2–4 years of experience in Technical Support, Product Support, Solutions Engineering, or a similar technical role.
- Strong troubleshooting and root cause analysis skills.
- Experience working with APIs, REST services, Web technologies, and HTTP protocols.
- Working knowledge of SQL and databases for investigation purposes.
- Experience using browser developer tools, logs, API testing tools (e.g., Postman), and debugging utilities.
- Excellent written and verbal communication skills.
- Strong documentation and technical writing abilities.
- Ability to collaborate effectively with Engineering, Product, and Customer Success teams.
- Experience analyzing support data and identifying trends.
- Ability to manage multiple priorities while meeting SLAs.
- Customer-first mindset with strong ownership and accountability.
Nice to have
- Experience with additional programming languages or frameworks.
- Familiarity with customer support tools and ticketing systems.
- Previous experience in a customer-facing role.
Additional details
- HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
- Businesses operating on HighLevel have generated over $7 billion in ecosystem value.
- The platform powers more than 4 billion API hits and 2.5 billion message events daily, with 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported.
- HighLevel has over 2,000 team members across 10+ countries.
- Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses they support.
- EEO Statement: The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
- Originally posted on Himalayas
