Product Solution Engineer I

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; perform root cause analysis and collaborate with Engineering and Product teams for defect resolution.

• Document technical insights, reproduction steps, and details of resolutions.

• Create, maintain, and enhance support articles, Standard Operating Procedures (SOPs), and troubleshooting documentation.

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

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

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

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

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

• Identify opportunities to automate repetitive support processes and enhance operational efficiency.

• Drive ongoing improvements in support workflows, documentation, and self-service resources.

• Ensure compliance with Service Level Agreements (SLAs), quality standards, and escalation protocols.

• Continuously expand 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.

• 2–3 years of experience in Technical Support, Product Support, Solutions Engineering, or a comparable technical role.

• Strong skills in troubleshooting and root cause analysis.

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

• Working knowledge of SQL and databases for investigative purposes.

• Proficient in using browser developer tools, logs, API testing tools like Postman, and debugging utilities.

• Excellent written and verbal communication skills.

• Strong documentation and technical writing capabilities.

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

• Experience in analyzing support data and identifying trends.

• Ability to manage multiple priorities while adhering to SLAs.

• Customer-first mindset with a strong sense of ownership and accountability.

• Preferred: experience with additional programming languages or frameworks.

• Preferred: familiarity with customer support tools and ticketing systems.

• Preferred: prior experience in a customer-facing role.

🏝️ Benefits

• Comprehensive health insurance packages.

• Retirement savings plans with employer matching.

• Opportunities for professional development and continuous learning.

• Flexible work hours and remote working options.

• A supportive and inclusive work environment.