Product Solution Engineer I

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. ● 2–3 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.

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