The Product Solution Engineer will manage customer payment issues, collaborating with development teams and maintaining documentation for efficient support.
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, including 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 15 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 domain names.
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 payments, invoicing, subscription management, payment integrations or even getting started with Payments 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.- 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 SQL, APIs, databases, and UI technologies to analyze and resolve technical problems.- Develop and maintain documentation for troubleshooting processes and solutions- Update knowledge base to keep customers updated on how to’s for specific use cases related to payments.
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field.- Proven experience in a technical support or product solution role, preferably within a SaaS environment.- Solid understanding of marketing products- Proficiency in agile methodology and experience working in agile teams.- Basic knowledge of APIs, databases, functioning of SaaS platforms- 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.
Good to have
Familiarity with 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.
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
Top Skills
APIs
Databases
SaaS
SQL
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