Product Solution Engineer

OpenKrill; EE. UU.; A distancia; USD 75.000 - 105.000; Jornada completa

Descripción de la vacante

HighLevel is seeking a Product Solution Engineer I to bridge development and support, ensuring seamless resolution of customer issues. You will own complex escalations, investigate technical problems, and collaborate with Engineering and Product to drive fixes.

In this remote-first role, you will document findings, develop onboarding materials, and create knowledge content for Support and Customer Success teams, while identifying automation opportunities to improve workflows and SLAs.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Troubleshooting

Root cause analysis

APIs & REST

SQL

Browser dev tools

Documentation

Communication

Cross-functional collaboration

Customer-first mindset

Educación

Bachelor's degree in Computer Science / IT / Engineering

Herramientas

Postman

Descripción del empleo

About HighLevel:HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.Behind the platform, HighLevel 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, our architecture is built for performance, resilience and long-term scalability.

Our PeopleWith over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our ImpactEvery month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We're proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts.

About the Role:Our dynamic team is committed to delivering top-notch customer experiences and innovative solutions. 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.

Key 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.

Preferred Qualifications:

• Experience with additional programming languages or frameworks.
• Familiarity with customer support tools and ticketing systems.
• Previous experience in a customer-facing role.

EEO Statement:

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