Customer Support Engineer Karachi 20260904 Active

TouchPoint Private Limited; Karachi Division; On-site; PKR 1,000,000 - 2,000,000; Full time

Job summary

TouchPoint Private Limited is seeking a Customer Support Engineer to deliver hands-on technical support for self-service banking solutions deployed across Pakistan. The role requires diagnosing hardware, electrical, and software issues, performing on-site visits, and owning ticket resolution with clear customer communication.

The ideal candidate has 3–5 years of relevant field service or technical support experience, a BE/BTech or BS in engineering, and the ability to work independently or with

Qualifications

• Analytical approach to hardware, electrical circuits and software issues.
• Ability to diagnose from site visits and log faults accurately.
• Owns support requests and drives timely resolutions.
• Communicates status updates clearly to customers and teams.

Responsibilities

• Analyze and troubleshoot hardware, electrical circuits, and software issues for self-service banking solutions.
• Attend customer site visits, diagnose problems, log faults, and perform resolutions.
• Take complete ownership of support requests and ensure prompt closure.
• Collaborate with internal teams to escalate and resolve complex issues.
• Provide timely updates on service status to ensure customer satisfaction.

Skills

Troubleshooting

Customer comms

Independent work

Team collaboration

On-site support

Education

BE/BTech or BS

Job description

Overview

The Customer Support Engineer at TouchPoint is responsible for delivering exceptional technical support and service maintenance for our self-service banking solutions deployed across Pakistan. This role requires hands-on troubleshooting, diagnostics, and repair expertise, ensuring operational excellence and meeting customer expectations. The ideal candidate demonstrates ownership, reliability, and a strong technical aptitude for resolving issues efficiently and independently.

Requirements

• Analyze and troubleshoot hardware, electrical circuits, and software issues related to self-service banking solutions.
• Attend customer site visits, diagnose problems, and ensure accurate fault logging and resolution.
• Take complete ownership of support requests, ensuring prompt and effective resolution.
• Collaborate closely with internal support teams to **escalate and resolve** complex issues.
• Ensure customer satisfaction by providing timely updates on service status and maintaining clear communication.
• Demonstrate a positive and responsible attitude toward tasks and commitments.
• Capable of working independently and as part of a team under minimal supervision.
• Flexible to work extended hours, on weekends or holidays, based on service requirements.

Qualifications

• Minimum 3 to 5 years of relevant experience in technical support or field services.
• Diploma or bachelor's degree in engineering, Computer Science, or a related technical field (BE, BS, or B-Tech).
• Strong understanding of electrical, mechanical, and software components.
• Self-motivated, enthusiastic, and dependable under pressure.