Product Solution Engineer

The role

You will resolve complex L4 support escalations and customer technical issues. You will work with Engineering and Product on defect fixes, and write documentation and training for Support and Customer Success teams.

What you will do

• 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.

Required 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.

Nice to have

• Experience with additional programming languages or frameworks.
• Familiarity with customer support tools and ticketing systems.
• Previous experience in a customer-facing role.

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs across 150+ countries. It has over 2,000 team members across 10+ countries and operates as a global, remote-first organization.