Product Solution Engineer

Jobgether; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work in India

AI-powered platform experience

Exposure to APIs and distributed 시스템

Job summary

Jobgether seeks an experienced technical support professional to own Level 4 escalations, diagnose complex issues, and collaborate with engineering to improve product reliability. You will document findings, build knowledge resources, and drive data-driven improvements across support operations.

You will engage directly with customers to guide resolution, analyze trends, and help automate repetitive tasks, contributing to a scalable and high-quality customer experience.

Qualifications

• Experience solving complex technical issues and root cause analysis.
• Strong knowledge of APIs, REST services, and HTTP.
• Experience with debugging tools and logs.
• Ability to communicate technical concepts clearly.
• Experience with cross-functional teams.

Responsibilities

• Own and resolve Level 4 support escalations per SLA.
• Investigate and diagnose customer-reported issues.
• Collaborate with engineering to fix defects.
• Document findings and reproduce steps.
• Develop and maintain knowledge base.
• Analyze support trends to identify product gaps.
• Recommend product improvements.
• Deliver technical training and onboarding materials.
• Engage with customers to guide resolution.
• Identify opportunities to automate repetitive tasks.
• Drive continuous improvement of escalation workflows.
• Expand product expertise to provide informed support.

Job description

Accountabilities

• Advanced Technical Support: Own and resolve complex Level 4 (L4) support escalations within assigned product areas, ensuring timely investigation and effective resolution in accordance with service-level agreements (SLAs).


• Troubleshooting and Root Cause Analysis: Investigate, reproduce, and diagnose customer-reported technical issues, identifying underlying causes and developing clear recommendations for resolution.


• Engineering and Product Collaboration: Work closely with engineering and product teams to investigate software defects, communicate technical findings, support corrective actions, and improve product reliability.


• Technical Documentation: Document investigation findings, reproduction steps, troubleshooting procedures, and resolutions accurately to support consistent issue handling and knowledge retention.


• Knowledge Base Development: Create, maintain, and improve support articles, standard operating procedures (SOPs), troubleshooting guides, and self-service resources.


• Support Trend Analysis: Analyse support tickets and recurring incidents to identify product gaps, common customer challenges, and opportunities to improve product functionality and customer satisfaction.


• Product Improvement Recommendations: Translate support data and technical investigations into actionable insights that help prioritise product fixes and improve the overall customer experience.


• Training and Knowledge Sharing: Deliver technical training sessions for Support and Customer Success teams, develop onboarding materials, and create walkthrough videos to strengthen internal technical capabilities.


• Customer Engagement: Work directly with customers to troubleshoot complex issues, explain technical concepts clearly, and provide practical guidance throughout the resolution process.


• Process Automation: Identify repetitive support activities that can be automated and recommend solutions to improve efficiency, consistency, and scalability.


• Operational Excellence: Drive continuous improvements in escalation workflows, documentation quality, troubleshooting practices, and support processes while maintaining established quality standards.


• Product Expertise: Continuously expand knowledge of assigned products, platform capabilities, and emerging technologies to provide effective technical support and informed recommendations.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.


• Professional Experience: 2–4 years of experience in technical support, product support, solutions engineering, or a comparable technical role.


• Troubleshooting Expertise: Strong analytical and problem-solving abilities, including experience investigating complex technical issues and conducting root cause analysis.


• API and Web Technologies: Practical understanding of APIs, REST services, web technologies, and HTTP protocols, with the ability to investigate application and integration issues.


• SQL and Database Knowledge: Working knowledge of SQL and databases to query information, investigate data-related issues, and support technical troubleshooting.


• Debugging Tools: Experience using browser developer tools, application logs, API testing platforms such as Postman, and other debugging utilities to reproduce and diagnose technical problems.


• Technical Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to technical and non-technical audiences.


• Documentation Skills: Strong technical writing abilities, including the preparation of troubleshooting guides, support articles, standard procedures, and investigation reports.


• Cross-Functional Collaboration: Ability to work effectively with engineering, product, support, and customer success teams to resolve issues and drive improvements.


• Data Analysis: Experience reviewing support tickets, identifying recurring patterns, and translating operational data into practical recommendations.


• Time Management: Ability to manage multiple priorities, handle escalations efficiently, and meet service-level agreements without compromising quality.


• Customer-Centric Mindset: Strong sense of ownership, accountability, and commitment to delivering effective solutions and positive customer experiences.


• Additional Advantages: Familiarity with programming languages or development frameworks, customer support platforms, ticketing systems, and previous experience in customer-facing technical roles.

Benefits

• Remote working opportunity within India.


• Opportunity to work with a modern, AI-powered business technology platform operating at significant scale.


• Exposure to complex technical challenges involving APIs, web technologies, distributed systems, and product troubleshooting.


• Cross-functional collaboration with engineering, product, support, and customer success professionals.


• Opportunities to develop expertise in technical problem-solving, product quality, automation, and solutions engineering.


• Ability to contribute directly to product improvements and customer experience initiatives.


• An environment that encourages ownership, initiative, continuous learning, and knowledge sharing.

Equal employment opportunity and an inclusive workplace that values diverse backgrounds and perspectives.