HighLevel Benefits Overview

Own complex technical support escalations, investigate and reproduce customer issues, perform root cause analysis, and collaborate with Engineering and Product on resolutions. Document findings, improve support content and workflows, analyze ticket trends, train Support and Customer Success teams, assist customers with technical troubleshooting, and identify automation opportunities while meeting SLAs and quality standards.

Leads quality engineering strategy and architecture for Commerce and Payments products. Owns quality roadmaps, release readiness, quality gates, CI/CD integration, test automation, performance and security testing, observability, and AI-enabled testing initiatives. Partners with Engineering, Product, DevOps, and Security leaders; reports quality metrics to executives; and mentors SDET managers and leads while driving reliability across microservices, distributed systems, mobile platforms, and high-transaction SaaS products.

Lead HighLevel’s Customer Escalations function, managing and developing a team handling complex customer issues. Personally resolve sensitive escalations, coordinate cross-functional solutions, establish scalable processes, and identify recurring friction. Use customer insights, data, automation, and operational improvements to enhance customer outcomes, prevent repeat issues, and improve the broader customer journey across Support, Success, Product, Engineering, Billing, and RevOps.