Strategic Overview
Product Solution Engineer at HighLevel is a dev opportunity centered on the specialist responsibilities and outcomes described in the employer's listing.
The published role emphasizes work such as Own and resolve complex L4 support escalations within assigned product areas. Perform root cause analysis and collaborate with Engineering and Product teams on defect resolution.
The role is listed for India with remote working arrangement, giving candidates the practical context needed to assess fit before applying. Relevant signals in the listing include SDET, Engineering.
Key information at a glance
About This Role
About the Role:
Key Responsibilities:
Requirements:
Key Responsibilities & Objectives
- Own and resolve complex L4 support escalations within assigned product areas.
- Perform root cause analysis and collaborate with Engineering and Product teams on defect resolution.
- Create, maintain, and improve support articles, SOPs, and troubleshooting documentation.
- Analyze ticket trends to identify recurring issues, product gaps, and customer pain points.
Required Qualifications & Candidate Blueprint
- Continuously build expertise in assigned products and emerging technologies.
- 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.
Salary & Benefits
The available source data does not publish a numerical salary range for this opening. We do not estimate or substitute third-party figures.
Full Job Description
The following is the complete job description supplied by the source. We sanitize unsafe markup and remove external links, but do not shorten or rewrite the employer's source content.
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.
Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.
Our People
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.
Our Impact
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.
Learn more about us on our YouTube Channel or Blog Posts.
About the Role:
Key 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:
- 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.
Preferred Qualifications:
- Experience with additional programming languages or frameworks.
- Familiarity with customer support tools and ticketing systems.
- Previous experience in a customer-facing role.
EEO Statement:
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
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Editor’s Market Perspective (Our Custom Analysis)
Why This Position Matters
This dev opening is a useful opportunity for candidates whose experience matches SDET, Engineering. Its strongest career signal is the scope of the work itself — particularly Own and resolve complex L4 support escalations within assigned product areas. — rather than a generic title alone.
Resume & Application Strategy
For the application, mirror the employer's language where it truthfully matches your background: foreground SDET, Engineering, quantify outcomes from comparable work, and place the most relevant experience near the top of the resume. If the listing specifies tools, platforms, leadership scope, or domain experience, use those exact terms in context instead of presenting an unrelated keyword list.
We organize source-provided information into this independent job-seeker overview. Compensation is shown only when the source provides it; the official listing remains the authority for current requirements and application instructions.