Product Solution Engineer I (Fully Remote)

HighLevel; USA; Remote; USD 70.000 - 110.000; Vollzeit

Zusammenfassung

HighLevel is seeking a technical support specialist to bridge development and support, handling L4 escalations, examining API issues, and guiding customers. You will craft and maintain SOPs, share knowledge, and train Support and Customer Success teams while analyzing ticket trends.

This remote-first role emphasizes speed, ownership, and clear communication across global teams. Ideal candidates have 2–4 years in technical support, strong API/SQL skills, and a collaborative mindset to drive

Qualifikationen

• Bachelor's degree in CS/IT/Engineering or equivalent experience.
• 2–4 years in technical support.
• Strong understanding of APIs, REST, and SQL.

Aufgaben

• Bridge the gap between development and support teams to resolve issues.
• Own and resolve complex L4 support escalations within product areas.
• Investigate, reproduce, and troubleshoot customer-reported issues; perform root cause analysis.
• Create and maintain support articles, SOPs, and troubleshooting documentation; analyze ticket trends.
• Engage with customers and conduct technical training for Support and Customer Success teams.

Kenntnisse

APIs & REST

SQL

Troubleshooting

Root cause analysis

Technical training

Ausbildung

Bachelor's degree in CS/IT/Engineering or equivalent

Tools

Postman

Jobbeschreibung

• Bridge the gap between development and support teams for seamless resolution of customer issues.
• Own and resolve complex L4 support escalations within assigned product areas.

Key Responsibilities

• Investigate, reproduce, and troubleshoot customer-reported technical issues, performing root cause analysis.
• Create and maintain support articles, SOPs, and troubleshooting documentation; analyze ticket trends.
• Engage with customers and conduct technical training for Support and Customer Success teams.

Requirements

• Bachelor's degree in CS/IT/Engineering or equivalent experience; 2-4 years in technical support.
• Strong experience with APIs, REST services, SQL, and debugging tools like Postman.

HighLevel

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership.