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.
