Product Solution Engineer - SaaS

About HighLevel

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 70K agencies & entrepreneurs and 650K businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Team:

Currently we have millions of sales funnels, websites, attributions, forms and survey tools for lead generation. Our B2B customers use these tools to bring in the leads to the HighLevel CRM system. We are working to continuously improve the functionality of these tools to solve our customers’ business needs.

About the Role:

HighLevel Inc. is looking for a dedicated and detail-oriented Product Solution Engineer to join our dynamic product team. The ideal candidate will be responsible to bridge the gap between our development and support teams, ensuring seamless resolution of customer issues.. This role requires a strategic thinker with strong analytical skills and the ability to manage multiple projects simultaneously.

Type: Full Time (Remote in India)

Responsibilities:

- Act as the primary point of contact for customer issues related to phone services on our SaaS platform.

- Handle customer tickets promptly, ensuring timely and effective resolution.

- Collaborate closely with development and support teams to diagnose, troubleshoot, and resolve issues.

- Analyse tickets and find patterns for Product Enhancements.

- Provide clear and concise communication to customers regarding the status and resolution of their issues.

- Maintain detailed records of customer interactions and resolutions in our ticketing system.

- Participate in agile development processes, contributing to sprint planning, stand-ups, and retrospectives.

- Utilize your knowledge of APIs, databases, and UI technologies to analyze and resolve technical problems.

- Develop and maintain documentation for troubleshooting processes and solutions.

Requirement:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 3+ years in Product Ops, Consultant, Data, Solutions roles or related fields

- Should have troubleshooting and debugging experience.

- Experience working with cross-functional teams (e.g., Engineering, Design, Product Management)

- Proven experience in a technical support or product solution role, preferably within a SaaS environment.

- Basic knowledge of APIs, databases, and UI technologies such as Vue.js, MongoDB, and RESTful APIs.

- Project management tools (e.g., ClickUp, Freshdesk)

- Familiarity with product development methodologies (e.g., Agile)

- Experience with automation tools is a plus(e.g., Zapier, Automator)

- Ability to work with stakeholders to assess potential risks.

- Ability to analyze existing tools and databases and provide software solution recommendations.

- Ability to translate business requirements into non-technical lay terms.

- Ability to read APIs.

Preferred Soft Skills

- Strong problem-solving skills and analytical mindset

- Experience with additional programming languages or frameworks.

- Familiarity with other customer support tools and ticketing systems.

- Previous experience in a customer-facing role.

- Ability to prioritise and manage multiple projects

- Excellent communication, collaboration and interpersonal skills

- Adaptability and flexibility in a fast-paced environment

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.

#LI-Remote #LI-AV1