Technical Support Engineer

We are looking for a detail-oriented and customer-focused Technical Support Engineer to join our team. In this role, you will be the first point of contact for clients, assisting with their day-to-day technical issues, monitoring system and server health, and coordinating with our internal development and operations teams to ensure smooth service delivery.

Key Responsibilities

Client Support & Communication

• Respond to customer inquiries via email, chat, and support ticketing systems in a timely and professional manner.
• Understand client issues, troubleshoot problems, and provide clear solutions or workarounds.
• Conduct remote support sessions with clients to diagnose and resolve issues.
• Maintain excellent customer service by building positive client relationships.

Technical Troubleshooting

• Investigate and resolve application, software, and configuration issues reported by clients.
• Escalate complex problems to the development or DevOps teams with clear documentation.
• Reproduce reported issues in a test environment to support faster debugging.
• Monitor logs, dashboards, and system alerts to proactively identify potential issues.

Server & System Management

• Check and maintain server health, performance metrics, uptime, and resource utilization.
• Perform routine server maintenance tasks, including backups, restarts, and basic configuration updates.
• Monitor and manage user sessions, system connectivity, and service availability.
• Collaborate with DevOps/Infrastructure teams on deployment checks, patch updates, and stability improvements.

Coordination & Documentation

• Collaborate closely with the development team to communicate client issues, feature requests, and bug reports.
• Create, update, and maintain technical documentation, FAQs, troubleshooting guides, and client instructions.
• Track and update issue progress in the ticketing system to ensure timely resolution.
• Provide feedback to product and development teams to help enhance platform stability and usability.

Continuous Improvement

• Suggest improvements to support workflows and technical processes.
• Participate in internal training sessions to stay updated with new product features and releases.
• Contribute to team knowledge-sharing initiatives and internal documentation.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 1–2 years of experience in technical support, IT support, or customer-facing technical roles.
• Strong understanding of software troubleshooting, networking basics, and server environments.
• Ability to analyse logs, system behaviour, and error reports.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and problem-solving ability.

Job Type: Full-time

Pay: From Rs50,000.00 per month

Ability to commute/relocate:

• Lahore: Reliably commute or planning to relocate before starting work (Preferred)

Language:

• English (Preferred)

Work Location: In person