Product Support Specialist

11 hours ago

Karachi, Sindh, Pakistan beBeeTechnical Full time 800,000 - 1,000,000
Product Support Specialist

We are seeking a highly skilled Product Support Specialist to join our Customer Success Department.

  • This role will focus on delivering technical support to Enterprise and Government customers using VIDIZMO products across SaaS, Customer's Azure & AWS Cloud, and On-Premise deployments.

We provide Video Content Management systems to Fortune 5000 companies across the globe and are recognized in Gartner's Magic Quadrant. Our developed systems empower our customers to deliver Live as well as On-Demand Video Streaming to their audience, store and share multimedia content as well as perform Video and Audio Analysis using Machine Learning.

Key Responsibilities:
  1. Serve as a technical escalation point for Tier 1 support teams, helping resolve more advanced product and deployment issues.
  2. Provide technical troubleshooting and root cause analysis for application, deployment, and configuration-related issues.
  3. Communicate effectively with customers via calls, ticketing system, and remote sessions to provide timely resolution and guidance.
  4. Assist in identifying bugs, performance issues, and infrastructure bottlenecks, escalating to the engineering and product teams where needed.
  5. Maintain up-to-date knowledge of the VIDIZMO product suite, including architecture, features, updates, and upcoming releases.
  6. Help maintain internal technical documentation, runbooks, and support workflows.
  7. Contribute to knowledge base articles, FAQs, and other resources to empower internal teams and customers.
Requirements:
  • Strong troubleshooting and analytical skills.
  • Solid understanding of networking basics, operating systems (Windows/Linux), databases, and web/cloud-based applications.
  • Hands-on experience with installing and configuring OS and applications, troubleshooting LAN/WAN connectivity, browser issues, and common network protocols.
  • Basic understanding of cloud platforms (Azure/AWS) and their core services.
  • Ability to understand and explain technical concepts clearly to both technical and non-technical users.
  • Familiarity with ticketing tools (e.g., Zendesk, Jira) and remote troubleshooting tools.

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