Technical Support Specialist- US

–Job Description Overview:

Position: Technical Support Specialist

Industry: IT

Location: Lahore (Onsite)

Shifts: US shift timings (5 Days a Week)

Employment Type: Full-time

Salary: Market Competitive with benefits

Job description:

The Support Specialist will act as a first-level responder and trusted guide for the client’s AI customers,helpingthemonboard,interpretdetectionresults,andtroubleshootingissues.Thisrole iscriticalforclientsatisfaction,productadoption,andensuringthatthe client’s deep fake detection output is actionable, comprehensible, and integrated into customer workflows.

Core Responsibilities:

● Client Onboarding: Walk enterprise customers through the client’s platform, API integration (for detection), and dashboard UI (if applicable). Provide best-practice recommendationsforhowtofeedmediaintooursystemsecurely,howtointerpret detection confidence scores, and how to act on results

● Ticket Handling/Trouble shooting: Address client-reported issues—e.g.,“my video result is wrong,” “latency is high,” “I don’t understand this confidence score” — by diagnosing, replicating, and escalating appropriately

● Issue Replication & Escalation: Reproduce client problems in a sandbox or test environmentwhenpossible;escalatetotheengineeringordatascienceteamwhenroot causes are complex

● Logs&Reporting:Maintainpreciselogsofclientinteractions,stepstaken,outcomes, and diagnostic data

● KnowledgeBaseDevelopment:Buildandmaintainuser-facingdocumentation:FAQs, setup guides, integration docs, and sample workflows

● Feedback Loop: Provide systematic feedback from support into QA and product teams—highlightrecurringclientpainpoints,detectionmisalignments,andusability issues

● Regular Check-ins: Perform routine system health checks (or coordinate with operations),pre-emptivelyflagpotentialanomalies,andproactivelycommunicatewith clients about system status or performance

Key Deliverables:

● Timely, professional responses to support tickets

● Diagnostic summaries and resolution documentation

● Onboarding guides and user documentation

● Monthly or quarterly support analytics(e.g., volume by issue type ,resolution times, recurring problem areas)

● Customer satisfaction feedback reports/client health check-ins

Ideal Traits &Skills–Technical Support Specialist Technical Competencies:

● Strong technical literacy—comfortable understanding AI model outputs(e.g., detection confidence, false positives), API logs, and media formats

● Experience in SaaS support or help desk environments (Zendesk, Jira, Fresh desk, etc.)

● Capabilitytofollowstructureddiagnosticstepsandreconstructissuesusinglimitedclient information

Behavioral & Cognitive Traits:

● Excellentwrittenandverbalcommunication.Cantranslatetechnicaldetectionsinto clear, actionable advice for non-technical stakeholders

● Empathy+patience—especiallygiventhatclientsmaybealarmedaboutdeepfake risks and want reassurance and clarity

● Proactiveproblem-solving—doesn'tjustcloseticketsbutseeksrootcauses,trends, and latent issues

● Organizational skills—able to manage multiple open cases, follow up, track resolutions, and escalate properly

Professional Attributes:

● Customer-firstmentality,withahighsenseofownershipoverclientsatisfaction

● Integrity and discretion—dealing with potentially sensitive detection reports means maintaining confidentiality and trust

● Reliability and consistency—follow-through on escalations, and ensure issues are not dropped

● Alignment with the client’s mission—believing in the importance of trust in the digital age and wanting to support a world where synthetic media risk is mitigated

Job Type: Full-time

Pay: Rs100,000.00 - Rs120,000.00 per month

Work Location: In person