Remote-First Product Solutions Engineer

OpenKrill; United States; Remote; USD 75,000 - 105,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

Troubleshooting

Root cause analysis

APIs & REST

SQL

Browser dev tools

Documentation

Communication

Cross-functional collaboration

Customer-first mindset

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Postman

Job description

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.