L1 Application Support Engineer – Data Science Solutions

4 days 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

  • L1 Application Support Engineer

    5 days ago

    Islamabad, Islamabad, Pakistan Hr Pod Hiring Talent Globally Full time 900,000 - 1,200,000 per year

    About the job L1 Application Support Engineer - Data Science Solutions (Onsite, Islamabad, Remittance Salary) Requirements:Bachelors or Masters 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. ...

  • Team Lead – L1 Application Support

    4 days ago

    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...

  • Data Science Platform Support Professional

    4 days ago

    Islamabad, Islamabad, Pakistan beBeeTechnical Full time 4,000,000 - 5,000,000

    Job Title: Application Support Engineer – Data Science SolutionsAs a proactive and technically competent individual, you will work with complex data science platforms serving clients across the US and EU markets.Act as the first point of contact for customers seeking technical assistance via phone, email, or chat across international time zones.Deliver...

  • AI/ML Data Science Platform Leader

    2 days ago

    Islamabad, Islamabad, Pakistan beBeeApplication Full time 15,000,000 - 25,000,000

    Senior Application Support LeadThis leadership position oversees daily operations, shift coordination, and case assignments for the L1 Application Support team. The ideal candidate combines strong technical expertise with customer empathy to deliver effective support across international time zones.Key ResponsibilitiesServe as the senior escalation point for...

  • Technical Support Specialist – Data Science Platforms

    1 day ago

    Islamabad, Islamabad, Pakistan beBeeData Full time 6,000,000 - 9,000,000

    Job Opportunity:This is a proactive and technically competent role requiring first-line support for complex data science platforms serving clients across the US and EU markets.About the Role:Act as the primary point of contact for customers seeking technical assistance via phone, email, or chat.Deliver first-line support for complex data science applications...

  • Senior Data Science Platform Leader

    4 days ago

    Islamabad, Islamabad, Pakistan beBeeLeadership Full time 9,000,000 - 10,800,000

    Leader Position OverviewSeeking an experienced leader to manage our AI/ML-enabled data science platform support division serving clients in the US and EU.Key Responsibilities:Act as a senior escalation point for the L1 Application Support team, ensuring timely resolution of high-priority or escalated issues.Lead, mentor, and manage a high-performing support...

  • Technical Support Engineer

    4 days ago

    Islamabad, Islamabad, Pakistan Ahdus Technology Full time

    Technical Support Engineer (German-Speaking)Join to apply for the Technical Support Engineer (German-Speaking) role at Ähdus Technology GmbHTechnical Support Engineer (German-Speaking)2 weeks ago Be among the first 25 applicantsJoin to apply for the Technical Support Engineer (German-Speaking) role at Ähdus Technology GmbHJob Title: Technical Support...

  • Corporate Support Engineer

    7 days ago

    Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time

    OverviewJob Purpose: The position will support corporate back-office tasks and support to corporate commercial teams for pre-sales, deployment, and post-sales activitiesJob ResponsibilitiesIntra Interdepartmental coordinationActively monitor KPIs, vendor performance, and Routine ActivitiesMaintain & update existing databasesCheck Corporate Feasibility (Pre...

  • Corporate Support Engineer

    5 days ago

    Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time $104,000 - $130,878 per year

    Job Purpose:The position will support corporate back-office tasks and support to corporate commercial teams for pre-sales, deployment, and post-sales activitiesJob Responsibilities:Intra Interdepartmental coordinationActively monitor KPIs, vendor performance, and Routine ActivitiesMaintain & update existing databasesCheck Corporate Feasibility (Pre Sales),...

  • Application Support Engineer

    2 weeks ago

    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...