Product Solution Engineer
HighLevel
Delhi
1 day ago
engineering
About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
About the Team:
Currently we have millions of sales funnels, websites, attributions, forms and survey tools for lead generation. Our B2B customers use these tools to bring in the leads to the HighLevel CRM system. We are working to continuously improve the functionality of these tools to solve our customers’ business needs.
About the Role:
HighLevel Inc. is looking for a dedicated and detail-oriented Product Solution Engineer to join our dynamic product team. The ideal candidate will be responsible to bridge the gap between our development and support teams, ensuring seamless resolution of customer issues.. This role requires a strategic thinker with strong analytical skills and the ability to manage multiple projects simultaneously.
Type: Full Time (Remote in India)
Responsibilities:
- Act as the primary point of contact for customer issues related to phone services on our SaaS platform.
- Handle customer tickets promptly, ensuring timely and effective resolution.
- Collaborate closely with development and support teams to diagnose, troubleshoot, and resolve issues.
- Analyse tickets and find patterns for Product Enhancements.
- Provide clear and concise communication to customers regarding the status and resolution of their issues.
- Maintain detailed records of customer interactions and resolutions in our ticketing system.
- Participate in agile development processes, contributing to sprint planning, stand-ups, and retrospectives.
- Utilize your knowledge of APIs, databases, and UI technologies to analyze and resolve technical problems.
- Develop and maintain documentation for troubleshooting processes and solutions.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3+ years in Product Ops, Consultant, Data, Solutions roles or related fields
- Should have troubleshooting and debugging experience.
- Experience working with cross-functional teams (e.g., Engineering, Design, Product Management)
- Proven experience in a technical support or product solution role, preferably within a SaaS environment.
- Basic knowledge of APIs, databases, and UI technologies such as Vue.js, MongoDB, and RESTful APIs.
- Project management tools (e.g., ClickUp, Freshdesk)
- Familiarity with product development methodologies (e.g., Agile)
- Experience with automation tools is a plus(e.g., Zapier, Automator)
- Ability to work with stakeholders to assess potential risks.
- Ability to analyze existing tools and databases and provide software solution recommendations.
- Ability to translate business requirements into non-technical lay terms.
- Ability to read APIs.
Preferred Soft Skills
- Strong problem-solving skills and analytical mindset
- Experience with additional programming languages or frameworks.
- Familiarity with other customer support tools and ticketing systems.
- Previous experience in a customer-facing role.
- Ability to prioritise and manage multiple projects
- Excellent communication, collaboration and interpersonal skills
- Adaptability and flexibility in a fast-paced environment
EEO Statement:
At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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