Product Solution Engineer I

Job Summary

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.

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

• Bachelors 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 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.