Product Solution Engineer

• Advanced Technical Support: Own and resolve complex Level 4 (L4) support escalations within assigned product areas, ensuring timely investigation and effective resolution in accordance with service-level agreements (SLAs).
• Troubleshooting and Root Cause Analysis: Investigate, reproduce, and diagnose customer-reported technical issues, identifying underlying causes and developing clear recommendations for resolution.
• Engineering and Product Collaboration: Work closely with engineering and product teams to investigate software defects, communicate technical findings, support corrective actions, and improve product reliability.
• Technical Documentation: Document investigation findings, reproduction steps, troubleshooting procedures, and resolutions accurately to support consistent issue handling and knowledge retention.
• Knowledge Base Development: Create, maintain, and improve support articles, standard operating procedures (SOPs), troubleshooting guides, and self-service resources.
• Support Trend Analysis: Analyse support tickets and recurring incidents to identify product gaps, common customer challenges, and opportunities to improve product functionality and customer satisfaction.
• Product Improvement Recommendations: Translate support data and technical investigations into actionable insights that help prioritise product fixes and improve the overall customer experience.
• Training and Knowledge Sharing: Deliver technical training sessions for Support and Customer Success teams, develop onboarding materials, and create walkthrough videos to strengthen internal technical capabilities.
• Customer Engagement: Work directly with customers to troubleshoot complex issues, explain technical concepts clearly, and provide practical guidance throughout the resolution process.
• Process Automation: Identify repetitive support activities that can be automated and recommend solutions to improve efficiency, consistency, and scalability.
• Operational Excellence: Drive continuous improvements in escalation workflows, documentation quality, troubleshooting practices, and support processes while maintaining established quality standards.
• Product Expertise: Continuously expand knowledge of assigned products, platform capabilities, and emerging technologies to provide effective technical support and informed recommendations.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Professional Experience: 2–4 years of experience in technical support, product support, solutions engineering, or a comparable technical role.
• Troubleshooting Expertise: Strong analytical and problem-solving abilities, including experience investigating complex technical issues and conducting root cause analysis.
• API and Web Technologies: Practical understanding of APIs, REST services, web technologies, and HTTP protocols, with the ability to investigate application and integration issues.
• SQL and Database Knowledge: Working knowledge of SQL and databases to query information, investigate data-related issues, and support technical troubleshooting.
• Debugging Tools: Experience using browser developer tools, application logs, API testing platforms such as Postman, and other debugging utilities to reproduce and diagnose technical problems.
• Technical Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to technical and non-technical audiences.
• Documentation Skills: Strong technical writing abilities, including the preparation of troubleshooting guides, support articles, standard procedures, and investigation reports.
• Cross-Functional Collaboration: Ability to work effectively with engineering, product, support, and customer success teams to resolve issues and drive improvements.
• Data Analysis: Experience reviewing support tickets, identifying recurring patterns, and translating operational data into practical recommendations.
• Time Management: Ability to manage multiple priorities, handle escalations efficiently, and meet service-level agreements without compromising quality.
• Customer-Centric Mindset: Strong sense of ownership, accountability, and commitment to delivering effective solutions and positive customer experiences.
• Additional Advantages: Familiarity with programming languages or development frameworks, customer support platforms, ticketing systems, and previous experience in customer-facing technical roles.

Benefits

• Remote working opportunity within India.
• Opportunity to work with a modern, AI-powered business technology platform operating at significant scale.
• Exposure to complex technical challenges involving APIs, web technologies, distributed systems, and product troubleshooting.
• Cross-functional collaboration with engineering, product, support, and customer success professionals.
• Opportunities to develop expertise in technical problem-solving, product quality, automation, and solutions engineering.
• Ability to contribute directly to product improvements and customer experience initiatives.
• An environment that encourages ownership, initiative, continuous learning, and knowledge sharing.
• Equal employment opportunity and an inclusive workplace that values diverse backgrounds and perspectives.