Serve as escalation SME within the Support org; assist L1 with inbound requests.
Handle escalated outbound calls to resolve highly technical product issues.
Review and resolve escalated SCSS tickets across product areas.
Follow up with clients to ensure timely resolution and keep stakeholders informed.
Document issues with advanced troubleshooting and reproduction steps.
Drive process improvements and participate in product team meetings.

🎯 Requirements

BA/BS in CS or equivalent experience.
1+ year of GoHighLevel product experience.
Excellent verbal and written English communication.
Proactive trouble-shooter with strong problem-solving skills.
Able to diagnose, troubleshoot, and resolve issues via phone, email, or chat.
Able to work independently and with a team; willing to escalate when needed.

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