Product Solution Engineer Job Boise area,Idaho USA,IT/Tech

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…