Product Support Engineer

2 weeks ago

Lahore, Punjab, Pakistan Programmers Force Full time 3,000,000 - 5,000,000 per year

We are looking for a skilled
Product Support Engineer
to join our team. The ideal candidate will be responsible for providing technical assistance to customers, resolving product-related issues, and ensuring a smooth and positive user experience. You will work closely with engineering, QA, and product teams to identify, troubleshoot, and resolve technical problems efficiently.

Key Responsibilities:

  • Provide timely and accurate technical support to customers via email, chat, or calls.
  • Diagnose, troubleshoot, and resolve product-related issues.
  • Escalate complex cases to engineering teams with detailed documentation.
  • Analyze logs, system behavior, and user reports to identify root causes.
  • Collaborate with product and development teams to improve product features and performance.
  • Maintain updated knowledge of product functionality, updates, and new releases.
  • Prepare FAQs, technical documentation, and knowledge-base articles.
  • Assist in onboarding and training customers on product usage.
  • Identify recurring issues and suggest long-term solutions.

Requirements:

  • Bachelor's degree in Computer Science, IT, Engineering, or related field.
  • 1–3 years of experience in technical/product support (preferred).
  • Strong troubleshooting and analytical skills.
  • Knowledge of APIs, databases, networking, or basic programming (Python, SQL is a plus).
  • Experience with ticketing tools (Zendesk, Jira, Freshdesk, etc.).
  • Excellent communication skills—both verbal and written.
  • Ability to work under pressure and multitask efficiently.

Preferred Skills:

  • Experience in SaaS or software product support.
  • Understanding of cloud platforms (AWS, Azure, GCP).
  • Familiarity with logs, debugging tools, and monitoring systems.

Why Join Us?

  • Competitive salary and benefits.
  • Growth opportunities in a rapidly expanding tech environment.
  • Collaborative and supportive work culture.
  • Opportunity to work with global teams and modern technologies.

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