L1 Application Support Engineer – Data Science Solutions

24 hours ago


Islamabad, Islamabad, Pakistan Convo Full time
Position Overview

We are seeking a proactive and technically competent individual to join our team as an L1 Application Support Engineer. This role is critical in delivering first-line support for complex, AI/ML-enabled data science platforms serving clients across the US and EU markets. The candidate will operate in a shift-based support model and act as a key liaison between customers and engineering teams, ensuring timely resolution, detailed follow-ups, and structured escalation for technical issues.

You will manage diagnostic sessions, analyze log files, troubleshoot application and configuration-level issues, and ensure effective communication and documentation. Success in this role requires a strong technical mindset, customer empathy, and a disciplined approach to problem management using internal tools and knowledge bases.

Key Responsibilities
  • Act as the first point of contact for customers seeking technical assistance via phone, email, or chat across international time zones
  • Deliver first-line support for complex data science applications, covering API integrations, model outputs, workflow issues, and system configurations.
  • Organize and lead diagnostic sessions to gather logs, environment details, and reproducible error conditions.
  • Use internal Knowledge Base (KBDB) to provide resolutions for known issues and support recurrence management.
  • Create, manage, and update support tickets with detailed documentation of symptoms, diagnostics performed, and resolution steps.
  • Maintain SLA compliance and perform structured escalation of unresolved, critical, or complex cases to L2 and L3 engineering teams.
  • Coordinate across shifts and global teams to ensure continuity of support and closure of issues across time zones.
  • Troubleshoot SQL-based issues, configurations, and data inconsistencies.
  • Support onboarding and implementation activities, including product configuration, API certification, and environment validation.
  • Document new or updated troubleshooting procedures and contribute to continuous improvement of support documentation.
  • Monitor trends in issues to proactively raise patterns and feedback to product/engineering teams.

Required Skills & Qualifications
  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related technical field.
  • 1–3 years of experience in L1 technical support or application support, preferably for SaaS, AI/ML, or data-heavy platforms.
  • Strong SQL knowledge for database queries and data validation.
  • Understanding of REST APIs, JSON payloads, and web service interaction patterns.
  • Experience using ticketing and project management tools (e.g., JIRA, OTRS, Zendesk).
  • Familiarity with log analysis, basic command-line tools, and remote troubleshooting procedures.
  • Excellent verbal and written communication skills with strong follow-up and customer handling experience across geographies.
  • Strong problem-solving skills with a customer-first mindset.
  • Ability to work in a 24/7 rotational shift environment.
  • Exposure to cloud environments (AWS, GCP, Azure) and scripting (e.g., Python, Bash) is a plus.
  • Preferred (Nice to Have) Understanding of ML model outputs, pipeline errors, or data processing workflows.
  • Familiarity with tools like Jupyter, Airflow, Datadog, or other monitoring/logging platforms.
  • Ability to contribute to knowledge base development and continual improvement of support playbooks.

What We Have For You

Great compensation package, provident fund, paid leaves, EOBI, medical benefits for you and your family, free lunch, Annual performance-tied increments & performance recognition awards and a great lean and agile work culture

Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals
#J-18808-Ljbffr

  • Islamabad, Islamabad, Pakistan Convo Full time

    Position OverviewWe are looking for an experienced and proactive leader to spearhead our L1 Application Support division for AI/ML-enabled data science platforms catering to clients in the US and EU. In this strategic role, you will Lead and Manage the high-performing support team responsible for diagnostic sessions, log analysis, troubleshooting application...


  • Islamabad, Islamabad, Pakistan beBeeSupport Full time

    Technical Support Specialist – AI and ML PlatformsWe are seeking a skilled and dedicated Technical Support Specialist to join our team. In this role, you will provide first-line support for complex data science applications, ensuring timely resolution and effective communication with customers across the US and EU markets.Key Responsibilities:Act as the...

  • IT Engineer L1

    4 weeks ago


    Islamabad, Islamabad, Pakistan Business Solutions & Services (BSS) Full time

    Company Name: Business Solutions & ServicesJob Type: Full-TimeWork Arrangements: OnsiteHead Office: Khayaban-e-Amin, LahoreSalary: Based on experienceAbout Business Solutions & ServicesBSS has stood out as a prominent service provider for over a decade with its impeccable services and a determined path to success. In the current landscape, where demands of...


  • Islamabad, Islamabad, Pakistan Field Engineer Support Full time

    Get AI-powered advice on this job and more exclusive features.Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time on-site role located in Islamabad for a Desktop Support Technician. The Desktop Support Technician will be responsible for providing technical support for desktop computers, managing printer support,...

  • Network Engineer

    1 week ago


    Islamabad, Islamabad, Pakistan Hillcrest Solutions Pvt. Ltd. Full time

    Responsibilities (includes but not limited to)Maintain the GSC production network, including user access area, data center, and connectivity to multiple customers.Support the GSC remote access to customer side, including providing the connectivity proposal, connectivity explanation and implementation, and supporting the connectivity reachability and...

  • Data Science Engineer

    4 weeks ago


    Islamabad, Islamabad, Pakistan Funavry Technologies Full time

    1 week ago Be among the first 25 applicantsDirect message the job poster from Funavry TechnologiesHR Executive | Technical & Non Technical Recruitment | HR Operations | Employee Relations | Team Development & ManagementThe Role: As a member of AI team, you will be responsible for investigating, conceptualizing, designing, implementing, and validating new...

  • System Engineer

    1 week ago


    Islamabad, Islamabad, Pakistan Hillcrest Solutions Pvt. Ltd. Full time

    Administrate infrastructure, including storage, databases, malware protection software and other processes.Take ownership to maintain the virtualization system (VMware).Provide technical support for Windows servers and manage the configuration and operation of Windows server operating systems.Monitor the system daily and respond immediately to security or...

  • Data Science Manager

    2 weeks ago


    Islamabad, Islamabad, Pakistan SWATX Full time

    SWATX is seeking a highly skilled and experienced Data Science Manager to lead our growing data science team. In this strategic role, you will be responsible for overseeing the development and implementation of data-driven solutions to solve complex business challenges. You will mentor and guide a team of data scientists, driving innovation and excellence in...


  • Islamabad, Islamabad, Pakistan Confiz Full time

    We at Confiz are hiring an Application Support Engineer with hands-on experience in monitoring tools, backend API troubleshooting, and incident management. Join our team to ensure seamless application performance and drive operational excellence.ResponsibilitiesMonitors the applications, systems, and hardware in the processing environment for abnormal...


  • Islamabad, Islamabad, Pakistan Smart TechOne Full time

    IoT Application Engineer - Smart City SolutionsIoT Application Engineer - Smart City SolutionsWe're seeking a talented and driven IoT Application Engineer to spearhead the development of our smart city solutions. You'll be instrumental in researching, designing, and implementing cutting-edge IoT applications that transform urban landscapes and enhance the...