Product Solution Engineer I

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• 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 on defect resolution • Document technical findings, reproduction steps, and resolution details • 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 • 2–3 years of experience in Technical Support, Product Support, Solutions Engineering, or a similar technical role • Strong troubleshooting and root cause analysis skills • Experience 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 such as 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: experience with additional programming languages or frameworks • Preferred: familiarity with customer support tools and ticketing systems • Preferred: previous experience in a customer-facing role