Technical Support Engineer

4 days ago

Lahore, Punjab, Pakistan HR Force International Full time 600,000 - 1,200,000 per year

Job Summary:

We are seeking a Product Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.

Key Responsibilities:

  • Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.
  • Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.
  • Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.
  • Conduct root cause analysis and provide permanent resolutions or documented workarounds.
  • Assist clients with configuration, deployment, and performance optimization of our products.
  • Document support cases, known issues, and resolutions in the internal knowledge base.
  • Maintain SLA adherence and ensure timely communication with clients.

Participate in product improvement discussions based on client feedback and recurring issues.

Requirements
  • Bachelor's degree in Computer Science, Software Engineering, or a related field.
  • 1–3 years of experience in technical or product support roles (preferably in SaaS, FinTech, or software companies).

  • Strong understanding of APIs, JSON, RESTful services, and web technologies.

  • Experience with Postman, log analysis, or basic debugging tools.

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