Senior Product Support Engineer

2 weeks ago

Lahore Johar Town, Pakistan HR Force International Full time 1,200,000 - 3,600,000 per year

Key Responsibilities

  • Act as the first line of technical support for our clients, providing timely resolution of product-related queries and issues.
  • Collaborate with internal teams (Engineering, QA, and Product) to diagnose, replicate, and resolve escalated issues.
  • Guide clients on API integrations, SDK usage, and technical configurations for Shufti Pro.
  • Monitor support tickets, prioritize according to SLAs, and ensure excellent customer experience.
  • Document technical issues, FAQs, and troubleshooting guides for knowledge sharing.
  • Provide feedback to the Product and Engineering teams for product improvements based on client challenges.
  • Assist in onboarding new clients by offering product training, technical demos, and integration support.
  • Work closely with global clients across different time zones, ensuring professional and proactive communication.

Requirements

  • Bachelor's degree in Computer Science, Software Engineering, or a related field.
  • 3+ years of experience in Product/Technical Support, preferably in SaaS or Fintech domain.
  • Strong understanding of APIs, SDKs, web technologies (REST, JSON, HTTP, JavaScript, Python, PHP, , etc.).
  • Hands-on experience with debugging tools, logs, and technical issue reproduction.
  • Excellent communication and problem-solving skills with ability to handle pressure.
  • Familiarity with KYC, AML, Fraud Prevention, or Fintech products will be a strong plus.
  • Ability to work in a fast-paced environment and manage multiple client issues simultaneously.

Job Type: Full-time

Pay: Rs100, Rs300,000.00 per month

Work Location: In person

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