Product Solution Engineer.

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Solution Engineer based in India.

Join a fast-growing, AI-powered technology environment focused on helping businesses streamline operations, automate workflows, and deliver exceptional customer experiences. As a Product Solution Engineer, you will serve as a key technical link between customer support, engineering, and product teams, ensuring complex technical issues are investigated and resolved efficiently. You will take ownership of advanced support escalations, conduct root cause analysis, and translate technical findings into actionable product improvements. Through clear documentation, technical training, and knowledge sharing, you will empower internal teams to solve problems more effectively. You will also identify recurring issues, improve support processes, and explore automation opportunities that enhance operational efficiency. This remote opportunity is ideal for a technically skilled, customer-focused professional who enjoys problem-solving, cross-functional collaboration, and continuous product improvement.

Accountabilities

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.