Junior Product Support Engineer

5 days ago

Lahore, Punjab, Pakistan Simplex Technology Solutions Full time 900,000 - 1,200,000 per year

As a Support Engineer, you will serve as the first point of contact for clients using our flagship products. Your primary responsibility is to provide timely and effective support by addressing incoming queries, educating users on existing features, troubleshooting common problems, and escalating critical issues to the appropriate teams. You will also play a key role in maintaining high-quality service standards by logging all incidents accurately into our Jira support management system.

Key Responsibilities

  • Respond promptly to incoming client queries via email, phone, or live chat.
  • Educate clients on how to use the product's features effectively and maximize its value.
  • Build strong relationships with clients by offering personalized and empathetic support.
  • Must have a strong problem-solving aptitude to identify root cause of recurring problems faced by clients and guide them toward resolution.
  • Troubleshoot technical issues related to the deployed product, including configuration errors, integrations, and performance bottlenecks.
  • Provide workarounds for known issues until permanent fixes are implemented.
  • Attention to details is crucial to log detailed issue tickets in Jira, ensuring accurate documentation of symptoms, steps to reproduce, and impact analysis.
  • Prioritize and categorize issues based on severity and urgency.
  • Participate in regular meetings to discuss ongoing issues, share feedback from clients, and contribute to continuous improvement initiatives.
  • Act as a liaison between clients and internal teams to ensure transparency and alignment.
  • Work closely with product managers, developers, and QA engineers to ensure swift resolution of reported issues.
  • Maintain up-to-date knowledge of the product's features, functionalities, and updates.
  • Contribute to the creation and maintenance of FAQs, user guides, and training materials.
  • Share insights and best practices with the support team to improve overall efficiency.
  • Monitor and analyze support metrics (e.g., response time, resolution rate, client satisfaction scores).
  • Generate periodic reports highlighting trends, recurring issues, and areas for improvement.
  • Use data-driven insights to recommend enhancements to the product or support processes.

Required Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
  • 1-1.5 years of experience in technical support, customer success, or a similar role within the SaaS/software industry.
  • Strong understanding of software systems, databases, APIs, and integrations.
  • Hands-on experience with ticketing systems like Jira or Zendesk.
  • Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
  • Proven track record of handling multiple tasks simultaneously in a fast-paced environment.
  • Familiarity with the food and beverage industry is a plus but not mandatory.

Preferred Skills:

  • Experience working with cloud-based platforms (AWS, Azure, etc.) and web technologies (HTML, CSS, JavaScript).
  • Certifications in Agile methodologies, or relevant tools (Jira, Confluence) would be advantageous.
  • Ability to remain calm under pressure and maintain professionalism during challenging situations.
  • Preferred
    candidates with prior experience working in rotating shifts.

  • Product Support Engineer

    1 week ago

    Lahore, Punjab, Pakistan Simplex Technology Solutions Full time 900,000 - 1,200,000 per year

    Role OverviewAs a Product Support Engineer, you will serve as the first point of contact for clients using our flagship products. Your primary responsibility is to provide timely and effective support by addressing incoming queries, educating users on existing features, troubleshooting common problems, and escalating critical issues to the appropriate teams....

  • Product Listing Expert

    23 hours ago

    Lahore, Punjab, Pakistan Planet Junior Full time 360,000 - 540,000 per year

    Looking to hire a product listing expert who will be responsible for managing inventory and product listing on our shopify stores. Good understanding of graphics and designing skill will be valuable. Basic understanding of English language is a must.Experience in the given field will be preferred.Full time role timings: 10am - 7pmLocation: Shadman 1,...

  • Junior Electrical Engineer

    3 days ago

    Lahore, Punjab, Pakistan Fortune Full time 900,000 - 1,200,000 per year

    About CopperGAT:CopperGAT is one of Pakistan's leadingcopper and wire manufacturing companies, known for innovation, quality, and reliability. We are expanding ourProduction Divisionand looking for talented engineers to join our growing team.Position Overview:We are seeking aJunior Electrical / Mechatronics Engineerwho will assist in theoperation,...

  • Customer Support Staff

    23 hours ago

    Lahore, Punjab, Pakistan Planet Junior Full time 360,000 - 540,000 per year

    Looking to hire customer support staff member who will be responsible for responding to customer queries/comments/complaints on social media platforms, Whatsapp and calls.Good communication skills, English language and understanding of social media platforms are a must.It is a full time role with a 1 month probation period later leading to increment and...

  • Junior Electrical

    3 days ago

    Lahore, Punjab, Pakistan Fortune Full time 400,000 - 600,000 per year

    We are hiring for CopperGAT Cables.Junior Electrical / Mechatronics EngineerLocation: LahoreCompany: CopperGATJob Type: Full-timeExperience Level: Fresh to 1 YearAbout CopperGAT:CopperGAT is one of Pakistan's leading copper and wire manufacturing companies, known for innovation, quality, and reliability. We are expanding our Production Division and...

  • Junior Civil Engineer

    3 days ago

    Lahore, Punjab, Pakistan Zedmtech Full time 25,000 - 30,000 per year

    Company DescriptionZedmtech provides premium engineering services with a focus on customer satisfaction and energy solutions.Role DescriptionThis is a full-time, on-site role for a Junior Civil Engineer located in Lahore District. The Junior Civil Engineer will be responsible for performing civil engineering design tasks, assisting senior engineers, planning...

  • Head Of Product Support

    3 days ago

    Lahore, Punjab, Pakistan Programmers Force Full time 6,000,000 - 12,000,000 per year

    Key Responsibilities:Department Setup & Strategy:Build and structure the Product Support Department from scratch, including processes, SLAs, escalation frameworks, and support policies.Define department KPIs and establish regular performance reporting.Develop support playbooks, training manuals, and response frameworks for both technical and non-technical...

  • Junior Machine Learning Engineer

    1 week ago

    Lahore, Punjab, Pakistan Consultancy Outfit Full time 600,000 - 1,200,000 per year

    Junior Machine Learning Engineer – Lahore (On-site)Consultancy Outfit, a UK-based software solutions provider, is hiring aJunior ML Engineerto join our growing AI/ML team.Requirements:Bachelor's in CS, Data Science, AI, or related field0–2 years' experience (internships/academic projects acceptable)Proficiency in Python, Pandas, NumPy,...

  • Support Executives

    23 hours ago

    Lahore, Punjab, Pakistan Live Support Ltd Full time 960,000 - 1,140,000 per year

    Customer Support Executives (E-commerce) — EST Shift — GulbergLocation: Gulberg (on-site)Shift Time Zone: ESTOpen Positions: 5Compensation: Competitive salaryAbout the RoleWe are hiring Customer Support Executives to deliver high-quality service for e-commerce customers. You will handle live chat, email, and other support channels, follow clear SOPs, and...

  • Junior SQA Engineer

    2 weeks ago

    Lahore, Punjab, Pakistan Solvefy Full time 1,200,000 - 2,400,000 per year

    Junior Software Quality Assurance (SQA) EngineerAbout the Role:Solvefy is looking for a detail-oriented and proactive Junior Software Quality Assurance (SQA) Engineer with approximately 1 year of experience. The ideal candidate will have a solid understanding of software testing principles, hands-on experience in manual testing, and...