Product Solutions Engineer I — L4 Support & API Troubleshooting

HighLevel; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

APIs & REST

SQL

Troubleshooting

Root cause analysis

Technical training

Education

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

Tools

Postman

Job description

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