The Product Solutions Engineer will handle customer support tickets, collaborate with development teams, and utilize knowledge of APIs, databases, and UI technologies to resolve issues.
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 Role
Our dynamic team is committed to delivering top-notch customer experiences and innovative solutions. We are seeking a dedicated Product Solution Engineer to join our team and bridge the gap between our development and support teams, ensuring seamless resolution of customer issues.
Key Responsibilities
- Act as the primary point of contact for customer issues related to courses, communities, client Portal, credentials and collab on our Creator Platform
- Handle customer tickets promptly, ensuring timely and effective resolution.
- Collaborate closely with development and support teams to diagnose, troubleshoot, and resolve issues.
- 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
- Proven experience in a technical support or product solution role, preferably within a SaaS environment.
- Proficiency in agile methodology and experience working in agile teams.
- Basic knowledge of APIs, databases, and UI technologies such as Vue.js, MongoDB, and RESTful APIs.
- Strong problem-solving skills and the ability to think analytically.
- Excellent communication and interpersonal skills.- Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience with additional programming languages or frameworks.
- Familiarity with other customer support tools and ticketing systems.
- Previous experience in a customer-facing role.
Why Should You Join Us?
At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.
Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.
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.
Top Skills
MongoDB
Restful Apis
Vue
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