Product Solution Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of and resolve intricate L4 support escalations within designated product areas.

• Investigate, replicate, and troubleshoot technical issues reported by customers.

• Conduct root cause analysis and collaborate with Engineering and Product teams to resolve defects.

• Accurately document technical findings, reproduction steps, and resolution details.

• Create, maintain, and enhance support articles, standard operating procedures (SOPs), and troubleshooting documentation.

• Analyze ticket trends to identify recurring issues, product deficiencies, and customer challenges.

• Provide actionable insights and recommendations aimed at improving product quality and customer experience.

• Facilitate technical training sessions for Support and Customer Success teams.

• Develop onboarding materials, content for knowledge sharing, and instructional videos.

• Interact directly with customers to troubleshoot complex issues and offer technical guidance.

• Identify opportunities for automating repetitive support processes to enhance operational efficiency.

• Champion continuous improvements in support workflows, documentation, and self-service resources.

• Ensure compliance with service level agreements (SLAs), quality standards, and escalation procedures.

• Continuously enhance expertise in assigned products and emerging technologies.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent hands-on experience.

• 2–4 years of experience in Technical Support, Product Support, Solutions Engineering, or a comparable technical role.

• Strong skills in troubleshooting and root cause analysis.

• Experience working with APIs, REST services, web technologies, and HTTP protocols.

• Proficient knowledge of SQL and databases for investigative purposes.

• Experience utilizing browser developer tools, logs, API testing tools (e.g., Postman), and debugging utilities.

• Excellent written and verbal communication skills.

• Strong documentation and technical writing capabilities.

• Ability to collaborate effectively with Engineering, Product, and Customer Success teams.

• Experience in analyzing support data and identifying trends.

• Capacity to manage multiple priorities while adhering to SLAs.

• Customer-centric mindset with strong ownership and accountability.

• Familiarity with additional programming languages or frameworks is preferred.

• Experience with customer support tools and ticketing systems is advantageous.

• Previous experience in a customer-facing role is preferred.

🏝️ Benefits

• Global, remote-first organization.

• Equal Opportunity Employer.

• Voluntary demographic information; refusal will not affect application status.

• Privacy Policy review before application.