Junior Production Support Engineer

Junior Production Support Engineer

Department: Software Engineering / Operations

Location: Bahria Town, Islamabad.

Role Overview

I am seeking a proactive and detail-oriented Junior Production Support Engineer to support our shipping and fulfillment platform. This role combines L1 responsibilities (incident response, monitoring, user communication) with L2 responsibilities (technical troubleshooting and log analysis).

The selected candidate will act as the first line of defense for production issues, ensuring smooth order processing, accurate shipping label generation, and reliable integrations with carriers and third-party platforms.

Key Responsibilities

Monitor production systems and respond promptly to incidents impacting order processing and shipping workflows

Serve as the primary point of contact for customer-reported issues

Troubleshoot issues related to order ingestion, carrier integrations, shipping rates, and label generation

Analyze logs, API requests/responses, and system behavior to identify root causes

Investigate and resolve integration-related issues

Communicate clearly and professionally with customers and internal teams during incidents

Escalate complex issues to engineering teams with proper context and analysis

Maintain documentation, runbooks, and incident reports

Continuously improve monitoring processes and support workflows

Required Skills & Qualifications

0–1 year of experience in production support or technical support

Basic understanding of SaaS platforms and APIs (REST, webhooks)

Familiarity with SQL, log analysis, and HTTP debugging tools (Postman, curl)

Strong analytical and problem-solving skills

Clear and professional communication skills

Nice to Have

Exposure to eCommerce or shipping/logistics platforms

Familiarity with carrier APIs (e.g., FedEx, UPS, USPS)

Experience with monitoring tools

Understanding of queues and background job processing

Experience with ticketing systems such as Jira

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field

Work Location: In person