Operations & Support Engineer

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Contour
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division:
Tangerine Global is a Media Solutions and Network Services Provider to both the commercial and residential markets. Tangerine Global is committed to creating extraordinary products, while providing exceptional service and reliability to our customers. We strive to facilitate an open work environment for our employees, while endeavoring to operate with integrity in all aspects of our business.

Division Link: https://www.tangerineglobal.com/

The Position:

The Tier 1 Operations & Support Engineer is crucial for maintaining the optimal performance and reliability of Tangerine Global's systems, including IPTV solutions and network services platforms. This role involves providing first-level support, troubleshooting, and updates across a variety of system types and ensuring high-quality customer service and support. Successful candidate would work from the Contour Lahore office as a part of the Global Extension of the Support Team.

Key Duties and Responsibilities:

• Provide 1st/2nd Level support to the business and its customers

• Providing troubleshooting assistance for IPTV products to customers via phone, email, and chat

• Monitoring IPTV services and servers to maintain overall system health, investigating errors and determining proper escalation process to internal and external teams

• Performing overall system audits to ensure all functionality performs as intended for customers preemptively, providing documented confirmation of audit tasks completed at end of shift

• Quality assurance on system functions for new updates implemented internally across the platforms supported, Mediaroom, MediaFirst, Dish Smartbox, Evolve, OnStream, and CITRUSLink as well as being able to effectively troubleshoot these systems.

• Coordinating internal and external teams on technical bridges during outages

• Monitoring server health and errors through our monitoring systems and alerts as well as the ability to troubleshoot those errors effectively and relaying proper information to internal teams to address accordingly as needed

• Diagnosing potential server issues that include, but are not limited to, excess NIC utilization, IIS errors, HTTP error codes as well as IPTV service-related troubleshooting on a server by server basis

• Thorough information probing, acquisition, and documentation on all tickets with customers to properly isolate sources of issues and relay information to proper internal teams

Skills and Requirements:

• Associate's degree in Computer Science, Information Technology, or a related field required; Bachelor’s degree preferred.

• Experience in technical support, particularly with IPTV solutions or related technologies, is highly desirable.

• Strong foundational knowledge of networking principles, IPTV technologies, and other technical systems.

• Excellent troubleshooting and problem-solving skills.

• Ability to work effectively in a team environment and communicate with customers and colleagues at all levels.

• Strong organizational skills and the ability to manage multiple tasks simultaneously.

• Commitment to providing exceptional customer service.

• Combines Problem Solving and Technical Learning to efficiently resolve issues and quickly adapt to new technologies, enhancing operational effectiveness.

• Excels in Time Management, prioritizing tasks effectively while maintaining a strong Customer Focus to meet and exceed client expectations.

• Action Oriented, takes initiative in challenging situations, driving projects forward with energy and ensuring timely completion.

• Prior experience working in a growing, fast-paced organization with a dynamic environment

• Industry certifications in networking, systems support, or related areas are a plus.

WorkShift/Hours:

• 7:00 PM – 7:00 AM Pacific Standard Time (7:00 AM – 7:00 PM Pakistan Standard Time)

• Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require.

• 12-hour shifts 3 to 4 times a week.

• Overtime will be paid for additional hours exceeding 45 in a week.

Example of Workshift:

• Workshift Sunday/Monday

  • (7 PM -7 AM Pacific Time)

  • (7 AM to 7 PM Pakistan Time)

  • Off Tuesday/Wednesday

• Workshift Thursday/Friday

  • (7 PM -7 AM Pacific Time)

  • (7 AM to 7 PM Pakistan Time)

  • Off Sunday/Monday

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.