Solutions Engineer

1 week ago

Islamabad, Islamabad, Pakistan HR POD Careers Full time
Requirements:
  • BS degree in Computer Science, Software Engineering, Information Technology or any relevant field.
  • 2-4 years of relevant work experience.
  • Excellent written and verbal English communication skills for phone and email communication.
  • Ability to quickly grasp a highly technical product to be able to provide support to users.
  • Ability to provide step-by-step technical assistance, both in written and verbal forms.
  • Ability to interact with Technical Users.
  • Strong problem-solving skills with the ability to diagnose and troubleshoot basic technical issues.
  • Solid understanding of web functionality and software products.
  • Knowledge of REST APIs or SDKs is a must.
  • Familiarity with help desk software (e.g., Zendesk) is a plus.
  • Strong customer-centric mindset with the ability to simplify complex technical concepts and build lasting relationships.
  • Excellent problem-solving skills with a proactive attitude and ability to learn and share technical knowledge effectively.

Responsibilities:
  • Provide timely support to both technical and non-technical customers, responding promptly and accurately to their queries, feature requests, bug reports, etc., via email or chat applications.
  • Use targeted questions to quickly understand the root of customer issues.
  • Contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
  • Take ownership of technical issues and queries, collaborating with relevant team members from engineering, sales, or marketing to resolve them.
  • Prioritize and manage several open issues simultaneously, including proper recording, tracking, and resolution.
  • Follow up with customers in a timely manner to inform them of bug fixes, feature releases, ensuring their satisfaction.
  • Provide weekly/monthly reports on customer issues and their status.
  • Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
  • For more complex problems, communicate with clients over the phone or provide clear, written instructions and technical manuals until the issue is resolved.
  • Assist in training or onboarding new customers.
  • Resolve escalated customer complaints without the need for team lead intervention.
  • Write support documentation, including onboarding guides, manuals, and other troubleshooting documents.
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