Application Support Engineer

HR Force International; Lahore; On-site; PKR 600,000 - 800,000; Full time

Job summary

A technology support company in Lahore is seeking an experienced Application Support Engineer to join their Product Support Team. This role involves providing technical support for SaaS products and resolving complex technical issues related to APIs and integrations. Candidates should have a bachelor's degree in Computer Science or a related field, with 1–3 years of experience in a technical support role. The ideal candidate must also possess strong API understanding and client communication skills.

Qualifications

• 1–3 years of experience in technical or product support roles, preferably in SaaS, FinTech or software companies.
• Strong understanding of APIs, JSON, RESTful services, and web technologies.

Responsibilities

• Serve as the first line of technical support for SaaS products.
• Troubleshoot and resolve complex technical issues related to APIs and integrations.
• Document support cases and maintain internal knowledge base.

Skills

Technical support

Troubleshooting

Client communication

API understanding

Education

Bachelor's degree in Computer Science, Software Engineering, or related field

Tools

Postman

Basic debugging tools

Job description

Job Summary

We are seeking a Application Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.

Key Responsibilities

• Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.
• Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.
• Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.
• Conduct root cause analysis and provide permanent resolutions or documented workarounds.
• Assist clients with configuration, deployment, and performance optimization of our products.
• Document support cases, known issues, and resolutions in the internal knowledge base.
• Maintain SLA adherence and ensure timely communication with clients.
• Participate in product improvement discussions based on client feedback and recurring issues.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• 1–3 years of experience in technical or product support roles (preferably in SaaS, FinTech, or software companies).
• Strong understanding of APIs, JSON, RESTful services, and web technologies.
• Experience with Postman, log analysis, or basic debugging tools.