Product Solution Engineer
Accountabilities: Own and resolve complex L4 support escalations across assigned product areas, ensuring issues are addressed accurately and within established SLAs.
Investigate, reproduce, and troubleshoot customer-reported technical issues, conducting root cause analysis and collaborating with Engineering and Product teams on defect resolution.
Document technical findings, reproduction steps, troubleshooting processes, and resolutions clearly and accurately.
Create, maintain, and improve support articles, standard operating procedures, troubleshooting guides, and other self-service resources.
Analyze support ticket trends to identify recurring technical issues, product gaps, and customer pain points.
Translate technical findings into actionable recommendations that improve product quality, support efficiency, and customer experience.
Conduct technical training sessions for Support and Customer Success teams and develop onboarding materials, walkthroughs, and knowledge-sharing content.
Engage directly with customers to troubleshoot complex technical issues, provide guidance, and communicate solutions effectively.
Identify opportunities to automate repetitive support activities and improve operational efficiency.
Drive continuous improvements across support workflows, escalation processes, documentation, and self-service capabilities.
Monitor adherence to SLAs, quality standards, and established escalation procedures.
Continuously expand technical expertise across assigned products, APIs, web technologies, and emerging tools.
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 position.
Strong troubleshooting, debugging, analytical thinking, and root cause analysis skills.
Hands-on experience with APIs, REST services, web technologies, and HTTP protocols.
Working knowledge of SQL and databases for technical investigation and issue diagnosis.
Experience using browser developer tools, application logs, API testing platforms such as Postman, and other debugging utilities.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Excellent technical documentation and writing abilities.
Ability to collaborate effectively with Engineering, Product, Customer Success, and Support teams.
Experience analyzing support data and identifying patterns, trends, and opportunities for improvement.
Ability to manage multiple priorities while consistently meeting SLAs and quality expectations.
Strong customer-first mindset, ownership, accountability, and a proactive approach to problem-solving.
Familiarity with customer support tools and ticketing systems is an advantage.
Experience with additional programming languages or frameworks is a plus.
Previous experience in a customer-facing technical role is preferred.
Benefits:
Remote-first work environment with flexibility to work from India.
Opportunity to work on products and technical challenges serving a large global customer base.
Exposure to cross-functional collaboration across Support, Engineering, Product, and Customer Success.
Opportunities to develop expertise in APIs, web technologies, databases, debugging, and technical operations.
Professional growth through technical training, knowledge sharing, and exposure to emerging technologies.
Opportunity to contribute directly to product quality, customer experience, automation, and operational improvements.
Collaborative environment that values ownership, initiative, continuous learning, and innovation.
Equal opportunity workplace committed to inclusive and respectful employment practices.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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