Technical Support Specialist

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
 

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
 

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

The Division

Jonas Software is the leading provider of enterprise management software solutions in 17 vertical industries. Within each vertical market, Jonas boasts a group of market-leading brands, all of which are respected and longstanding leaders within their own domain. Jonas is an operating group of Constellation Software Inc. (CSI) - publicly traded on the Toronto Stock Exchange under the ticker symbol CSU. Constellation Software Inc. acquires, maintains, supports and enhances software systems for life. This position is part of our Jonas Club ERP's global R&D team. Worldwide over 2,200 clubs in more than 17 countries, with memberships ranging from 100 to 20,000, utilize the Jonas Club ERP Software to build and enrich member relationships, increase revenues, and decrease costs.

Division Link:

We're looking for an experienced and passionate Technical Support Specialist (Level 3 – Production Support / Developer) who thrives on solving complex problems, enjoys diving deep into technical challenges, and cares about delivering excellent service experiences.
This role isn't just about fixing issues, it's about ownership, collaboration, and making sure our clients feel confident in the reliability of our Club Software products. You'll act as a bridge between clients, support teams, and developers, taking on escalated cases that require advanced troubleshooting, production support, and in some cases, developer-level problem-solving.
If you're someone who likes being the "go-to" expert for tough technical cases and has a passion for helping clients succeed, this role is for you.

Key Responsibilities:

•    Advanced Customer Support & Resolution:
Be the escalation point for complex client issues. Work through tough problems like server failures, application errors, database issues, and system performance challenges. Provide clear communication and timely solutions while keeping the client informed every step of the way.

•    Production & Technical Troubleshooting:
Act as Tier 3 support, handling production-level problems such as:
o    Application crashes
o    Network/server connectivity issues
o    Database query errors (SQL/MS SQL/MySQL)
o    Troubleshooting installs, upgrades, and activations
o    Diagnosing both common and "out of the box" errors
Collaborate closely with developers when code-level fixes are required.

•    Developer-Level Problem Solving:
Use your technical background to support debugging, log analysis, and performance tuning. Familiarity with scripting languages (C#, SQL scripting, PowerShell, etc.) will help you dig into root causes and resolve technical roadblocks.

•    Cross-Team Collaboration:
Partner with Development, QA, Operations, and other business units to align on fixes, enhancements, and product stability. Share insights and patterns that help improve the overall product experience.

•    Knowledge Sharing & Client Guidance:
Empower clients to use our software effectively by offering best practice guidance and training when needed. Help them not only solve immediate issues but also optimize their long-term use of our solutions.

•    Service Support & Documentation:
Document technical solutions, contribute to internal knowledge bases, and maintain accurate records in the ticketing system. Make sure clients are never left guessing about their case status.

•    Continuous Improvement:
Monitor recurring issues, analyze feedback, and suggest long-term fixes or product enhancements. Work proactively to reduce repeated escalations and increase customer satisfaction.

•    Event & Member Service Support:
Provide behind-the-scenes technical support for client events, ensuring systems run smoothly and members have seamless access to exclusive services.

Skills & Qualifications:

•    Communication:
Excellent verbal and written English skills. Able to explain highly technical concepts to both technical and non-technical clients without jargon overload.

•    Technical Proficiency:
Strong knowledge of:
o    SQL databases (MS SQL/MySQL)
o    Windows Server environments
o    Server/client application installations
o    Debugging and basic scripting/development (C#, PowerShell, or similar)

Experience with Microsoft Azure and Virtual Server environments is a big plus.
 

Experience:
o    5+ years in a Tier 2/3 technical support or production support role (ideally with exposure to software development environments).
o    Experience in accounting-based applications, or industries like Golf Clubs, Hotels, or Hospitality is an asset.

•    Mindset & Soft Skills:
o    Highly organized with strong multitasking skills.
o    Calm under pressure with the ability to troubleshoot in fast-paced situations.
o    Team player, but equally comfortable taking full ownership of issues.
o    Service-oriented with empathy and professionalism.

Education:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Preferred Skills

•    Basic understanding of accounting principles.

•    Familiarity with ticketing systems (Zendesk, JIRA, ServiceNow, or similar).

•    A proactive, curious mindset with the drive to learn new systems, tools, and business processes.

What You'll Bring

•    A genuine passion for helping people through technology.

•    The ability to solve complex problems with both technical depth and customer empathy.

•    A collaborative spirit that thrives in cross-functional teamwork.

•    The discipline to manage multiple priorities while still delivering high-quality results.

•    A professional presence with a personal touch—clients should feel supported, not just "handled."

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.