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Software Support Consultant (L2)
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!
The Division
The Position
We are looking for a Software Support Consultant (L2) for our Lahore Office. This is a hybrid role (2-3 days in-office) for a career-oriented professional who thrives on accountability, possesses excellent communication skills, and remains highly organized in a fast-paced environment.
This position is responsible for providing high-level technical support, training, and troubleshooting, ensuring a professional and positive user experience for our global manufacturing clients.
Key Duties & Responsibilities
- Active Support Operations: Troubleshoot complex software and hardware issues via phone, email, and Zoom, ensuring high-speed engagement and customer satisfaction.
- Queue Ownership: Proactively manage and monitor service requests in JIRA, ensuring all tickets are resolved within established SLAs.
- AI Productivity Transformation: Actively contribute to our bottom-up AI-driven
- Proactive Collaboration: Communicate with the global team via MS Teams and Zoom to discuss complex problems and implement the best technical solutions.
- Technical Research: Perform root-cause analysis on suspected bugs and conduct rigorous pre-release testing to confirm code resolutions.
- Data Integrity: Analyze business system databases to identify and correct data damage or inconsistency, ensuring customer data integrity.
- Knowledge Leadership: Author and maintain Knowledge Base articles based on common technical resolutions and customer feedback.
How We Work
Shoplogix supports mission-critical manufacturing operations globally. That means our team operates with a high standard of responsiveness and communication, whether in-office or remote.
As a member of this team, you can expect to:
- Maintain active availability on MS Teams and Zoom during your shift (1 PM - 10 PM PKT), consistent with the rest of the team.
- Respond promptly to customer and colleague inquiries and provide status updates on open items without needing to be chased.
- Participate in team syncs with camera on and engage actively in collaborative
- Receive regular performance feedback and be expected to act on it quickly.
Required Qualifications & Skills
- Experience: Minimum of 4-5+ years of experience in technical application support.
- Education: Bachelor's degree (BSCS, IT, or Software Engineering) or equivalent high-level technical support experience.
- Communication: Outstanding command of English (verbal and written); professional presence and clarity are essential.
- Technical Aptitude: Proficiency in software and operating system troubleshooting methodologies and a keen interest in AI productivity tools.
- Soft Skills: Superior customer service skills with the ability to multi-task and meet strict deadlines under pressure.
- Industry Assets: Previous experience supporting manufacturing software, MES, IIoT platforms, or plant-floor applications is considered a significant asset.
Work Timings & Logistics
- Work Shift: 9:00 AM to 6:00 PM CET (1:00 PM to 10:00 PM Pakistan Time).
- Hybrid Model: Physical presence in the Lahore office is required 2-3 days per week.
- Flexibility: Willing to work weekends if required by business needs
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.
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