Job Summary

Our energetic 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.
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
- Bachelors degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 2-3 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

📌 Product Solution Engineer I (India)
🏢 HighLevel
📍 India