Product Solution Engineer

Accountabilities:

• • Own and resolve complex L4 support escalations across assigned product areas, ensuring issues are addressed accurately and within established SLAs.
  • Investigate, reproduce, and troubleshoot customer-reported technical issues, conducting root cause analysis and collaborating with Engineering and Product teams on defect resolution.
  • Document technical findings, reproduction steps, troubleshooting processes, and resolutions clearly and accurately.
  • Create, maintain, and improve support articles, standard operating procedures, troubleshooting guides, and other self-service resources.
  • Analyze support ticket trends to identify recurring technical issues, product gaps, and customer pain points.
  • Translate technical findings into actionable recommendations that improve product quality, support efficiency, and customer experience.
  • Conduct technical training sessions for Support and Customer Success teams and develop onboarding materials, walkthroughs, and knowledge-sharing content.
  • Engage directly with customers to troubleshoot complex technical issues, provide guidance, and communicate solutions effectively.
  • Identify opportunities to automate repetitive support activities and improve operational efficiency.
  • Drive continuous improvements across support workflows, escalation processes, documentation, and self-service capabilities.
  • Monitor adherence to SLAs, quality standards, and established escalation procedures.
  • Continuously expand technical expertise across assigned products, APIs, web technologies, and emerging tools.

  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 similar technical position.
  • Strong troubleshooting, debugging, analytical thinking, and root cause analysis skills.
  • Hands-on experience with APIs, REST services, web technologies, and HTTP protocols.
  • Working knowledge of SQL and databases for technical investigation and issue diagnosis.
  • Experience using browser developer tools, application logs, API testing platforms such as Postman, and other debugging utilities.
  • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
  • Excellent technical documentation and writing abilities.
  • Ability to collaborate effectively with Engineering, Product, Customer Success, and Support teams.
  • Experience analyzing support data and identifying patterns, trends, and opportunities for improvement.
  • Ability to manage multiple priorities while consistently meeting SLAs and quality expectations.
  • Strong customer-first mindset, ownership, accountability, and a proactive approach to problem-solving.
  • Familiarity with customer support tools and ticketing systems is an advantage.
  • Experience with additional programming languages or frameworks is a plus.
  • Previous experience in a customer-facing technical role is preferred.

  Benefits:

  • Remote-first work environment with flexibility to work from India.
  • Opportunity to work on products and technical challenges serving a large global customer base.
  • Exposure to cross-functional collaboration across Support, Engineering, Product, and Customer Success.
  • Opportunities to develop expertise in APIs, web technologies, databases, debugging, and technical operations.
  • Professional growth through technical training, knowledge sharing, and exposure to emerging technologies.
  • Opportunity to contribute directly to product quality, customer experience, automation, and operational improvements.
  • Collaborative environment that values ownership, initiative, continuous learning, and innovation.
  • Equal opportunity workplace committed to inclusive and respectful employment practices.