19 days ago
India (city not specified)Entry Level
Responsibilities
- Own and resolve complex L4 support escalations within assigned product areas.
- Investigate, reproduce, troubleshoot, and perform root cause analysis on customer-reported technical issues.
- Collaborate with Engineering and Product teams on defect resolution.
- Document technical findings, reproduction steps, resolutions, support articles, SOPs, and troubleshooting guidance.
- Analyze ticket trends to identify recurring issues, product gaps, and customer pain points.
- Provide technical training, onboarding materials, knowledge-sharing content, and walkthrough videos.
- Engage directly with customers to troubleshoot complex issues and provide technical guidance.
- Identify automation opportunities and improve support workflows, documentation, and self-service resources.
- Adhere to SLAs, quality standards, and escalation processes while developing 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, root cause analysis, documentation, technical writing, communication, collaboration, prioritization, and ownership skills.
- Experience with APIs, REST services, web technologies, HTTP protocols, SQL, databases, browser developer tools, logs, API testing tools such as Postman, and debugging utilities.
- Experience analyzing support data and identifying trends while meeting SLAs.
- Preferred: experience with additional programming languages or frameworks, customer support tools and ticketing systems, and customer-facing work.
Tech Stack
PostmanSQL
Categories
Solutions Engineering
About HighLevel
HighLevel builds a white-label, all-in-one marketing and CRM platform for agencies, entrepreneurs, and SMBs, combining lead capture, automation, email/SMS, websites and funnels, payments, and appointment management. Founded in 2018 and headquartered in Dallas, it is privately held and raised $60M in private equity funding in 2024. The subscription SaaS serves customers in 150+ countries and is used by over one million businesses.