Technical Support Engineer

2 weeks ago

Lahore, Punjab, Pakistan Caps IT Solutions Full time 600,000 - 1,200,000 per year

We are looking for a motivated and technically skilled Product Operations & Support Specialist with

1-2 years of experience to join our team. This hybrid role blends product operations, technical support,

and customer-facing tasks. You will be responsible for maintaining the smooth operation of our

products, troubleshooting technical issues, and ensuring that customers receive excellent support.

You will also collaborate with internal teams to optimize product performance and contribute to

process improvements.

Key Responsibilities

  • Provide technical support to customers, addressing product-related issues and ensuring a

positive experience.

  • Troubleshoot technical issues and offer timely resolutions, collaborating with product and

engineering teams when necessary.

  • Assist in managing product lifecycle processes, including updates, releases, and deployments.
  • Support the creation and maintenance of product documentation, guides, FAQs, and other

resources to help customers self-serve.

  • Act as a liaison between customers, product, and engineering teams to ensure that issues are

addressed and features are prioritized.

  • Monitor product performance, identify any technical issues, and work proactively to mitigate

any operational disruptions.

  • Track and analyze customer feedback and support trends to help identify opportunities for

product improvements or operational efficiencies.

  • Help implement and maintain internal product management systems and tools.
  • Provide training or assistance to internal teams or customers about new features, products,

and updates.

  • Assist in managing product operations tasks, such as monitoring data flows, resolving

integration issues, and ensuring systems are functioning as expected.

  • Contribute to the refinement of support processes and technical workflows to improve overall

customer and product experience.

Qualifications

  • 1-2 years of experience in product operations, technical support, or customer-facing technical

roles.

  • Bachelor's degree in Computer Sciences, Software Engineering or similar.
  • Strong understanding of technical concepts such as software, APIs, data integrations, and

troubleshooting.

  • Excellent written and verbal communication skills.
  • Experience using support or operations tools (e.g., Jira, Zendesk, or similar systems).
  • Ability to understand and explain complex technical issues in simple, customer-friendly

Job Type: Full-time

Work Location: In person

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