The Role
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.
Summary Generated by Built In
About HighLevel:
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.
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:
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.
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.
We encourage you to review our Privacy Policy before submitting your application
Skills Required
- 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 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.
- Experience with additional programming languages or frameworks.
- Familiarity with customer support tools and ticketing systems.
- Previous experience in a customer-facing role.
HighLevel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HighLevel and has not been reviewed or approved by HighLevel.
-
Healthcare Strength — Employer materials highlight employer-paid medical and vision for employees, with mental health support and short‑term disability included. Feedback suggests health coverage is a relative bright spot that can raise overall satisfaction even when base pay is not top‑tier.
-
Leave & Time Off Breadth — Flexible PTO, paid family leave, and paid holidays are emphasized alongside a remote‑first setup. Feedback suggests this time‑off approach supports work–life balance and is frequently cited as part of the value proposition.
-
Retirement Support — A company‑matched 401(k) is presented as part of the core package. Feedback suggests retirement support contributes meaningful long‑term value and helps offset tradeoffs in cash compensation.
HighLevel Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
https://www.gohighlevel.com/quick-links One white-labeled marketing app to rule them all. HighLevel is everything your business needs to succeed! Capture leads using our landing pages, surveys, forms, calendars, inbound phone system & more! Automatically message leads via voicemail, forced calls, SMS, emails, FB Messenger & more! Use our built in tools to collect payments, schedule appointments, and track analytics
.jpeg)
