Product Solution Engineer
Core
Bridge the gap between development and support teams to resolve complex customer issues and improve product quality.
Role type
Product Solution Engineer I (L4 Support Escalations)
Builds
HighLevel AI-powered business operating system for agencies, entrepreneurs, and SMBs
Domain
SaaS / AI / Business Automation
Required skills
troubleshooting, root cause analysis, API/REST services, SQL, browser developer tools, API testing tools, technical writing, data analysis, SLA management
Preferred skills
additional programming languages, customer support tools, customer-facing experience
Technologies
APIs, REST, HTTP, SQL, Postman, browser developer tools
Responsibilities
Own and resolve complex L4 support escalations; investigate and troubleshoot customer-reported technical issues; perform root cause analysis and collaborate on defect resolution; document technical findings and create/improve support articles and SOPs; analyze ticket trends to identify product gaps; provide actionable insights to improve product quality; conduct technical training for Support and Customer Success teams; develop onboarding materials and walkthrough videos; engage directly with customers for technical guidance; identify opportunities to automate support processes; drive continuous improvements in support workflows.
Seniority
Individual Contributor, mid-level (2-4 years experience)
