Product Solution Engineer
HighLevel, India
The role
Our dynamic 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.
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.