Associate Support Engineer - PostEx

Taraki Technologies; Lahore; On-site; PKR 670,000 - 1,116,000; Full time

Job summary

Brickstech in Lahore is seeking a motivated Product Operations & Support Specialist with 1–2 years of experience. This hybrid role blends product operations, technical support, and customer-facing tasks to keep our products running smoothly and customers satisfied.

You will troubleshoot issues, assist with updates and deployments, maintain guides and knowledge bases, and coordinate with product and engineering teams to prioritize improvements.

Qualifications

• 1-2 years of experience in product operations, technical support, or customer-facing technical roles.
• Bachelor’s degree in Computer Sciences, Software Engineering or similar.
• Strong understanding of software concepts such as APIs, data integrations, and troubleshooting.
• Excellent written and verbal communication skills.
• Experience using support or operations tools (e.g., Jira, Zendesk, or similar systems).
• Ability to explain complex technical issues in simple language for customers.
• Ability to work collaboratively with cross-functional teams (product, engineering, customer success).
• Strong attention to detail and prioritization.
• Basic familiarity with product management processes and Agile methodologies is a plus.

Responsibilities

• Provide technical support to customers and resolve product issues.
• Troubleshoot technical problems and coordinate with product and engineering teams.
• Assist in managing product lifecycle updates, releases, and deployments.
• Maintain product documentation, guides, FAQs, and knowledge base.
• Act as a liaison between customers, product, and engineering to prioritize issues and features.
• Monitor product performance and mitigate operational disruptions.
• Analyze customer feedback to identify product improvements.
• Help implement and maintain internal product management systems and tools.
• Provide training on new features and updates to internal teams and customers.
• Support data flows and integration monitoring in product operations.
• Refine support processes and technical workflows to improve overall experience.

Skills

Product operations

Technical support

Customer-facing communication

Cross-functional collaboration

Agile familiarity

Education

BSc in Computer Science or Software Engineering

Tools

Jira

Zendesk

Job description

Job Description

Job Overview: We are looking for a motivated and technically skilled Product Operations & Support Specialist with 1-2 years of experience to join our team. This hybrid role blends product operations, technical support, and customer-facing tasks. You will be responsible for maintaining the smooth operation of our products, troubleshooting technical issues, and ensuring that customers receive excellent support. You will also collaborate with internal teams to optimize product performance and contribute to process improvements.

Key Responsibilities

• Provide technical support to customers, addressing product-related issues and ensuring a positive experience.
• Troubleshoot technical issues and offer timely resolutions, collaborating with product and engineering teams when necessary.
• Assist in managing product lifecycle processes, including updates, releases, and deployments.
• Support the creation and maintenance of product documentation, guides, FAQs, and other resources to help customers self-serve.
• Act as a liaison between customers, product, and engineering teams to ensure that issues are addressed and features are prioritized.
• Monitor product performance, identify any technical issues, and work proactively to mitigate any operational disruptions.
• Track and analyze customer feedback and support trends to help identify opportunities for product improvements or operational efficiencies.
• Help implement and maintain internal product management systems and tools.
• Provide training or assistance to internal teams or customers about new features, products, and updates.
• Assist in managing product operations tasks, such as monitoring data flows, resolving integration issues, and ensuring systems are functioning as expected.
• Contribute to the refinement of support processes and technical workflows to improve overall customer and product experience.

Qualifications

• 1-2 years of experience in product operations, technical support, or customer-facing technical roles.
• Bachelor’s degree in Computer Sciences, Software Engineering or similar.
• Strong understanding of technical concepts such as software, APIs, data integrations, and troubleshooting.
• Excellent written and verbal communication skills.
• Experience using support or operations tools (e.g., Jira, Zendesk, or similar systems).
• Ability to understand and explain complex technical issues in simple, customer-friendly language.
• Ability to work collaboratively with cross-functional teams, including product, engineering, and customer success.
• Strong attention to detail, with a focus on accuracy and delivering high-quality results.
• Problem-solving mindset with the ability to handle multiple tasks and prioritize effectively.
• Basic familiarity with product management processes and Agile methodologies is a plus.

Desired Skills

• Experience with Logistics, Fintech, SaaS, APIs, or other software products.
• Proactive approach to identifying issues and working to resolve them before they impact customers.
• Experience in product documentation and customer support knowledge base creation.
• Technical aptitude and willingness to learn new tools, platforms, and systems.