Mid-Level Product Support Engineer

HR Force International; Lahore; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A leading technology support firm is seeking a Product Support Specialist to act as the primary technical contact for product issues. You'll troubleshoot and resolve software problems, collaborate with engineering teams, and document solutions. Ideal candidates should have a Bachelor's in Computer Science and 2-4 years of experience, preferably in a SaaS environment. Strong skills in Linux and databases are essential.

Qualifications

• 2–4 years of experience in product/application support, preferably SaaS.
• Strong troubleshooting skills in Linux and databases.
• Familiarity with web technologies and cloud environments.

Responsibilities

• Act as the primary technical contact for product support issues.
• Troubleshoot, diagnose, and resolve software problems.
• Collaborate with engineering and QA teams.

Skills

Troubleshooting in Linux environments

Database management (MySQL/PostgreSQL)

API integration

Excellent communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

ClickUp

Jira

Zendesk

Job description

Key Responsibilities

• Act as a primary technical contact for product support issues.
• Troubleshoot, diagnose, and resolve software, integration, and configuration problems.
• Collaborate with engineering and QA teams to escalate and resolve critical issues.
• Document solutions, create knowledge base articles, and improve support processes.
• Monitor system performance, conduct root cause analysis, and recommend product improvements.
• Handle client communication, provide timely updates, and ensure SLAs are met.
• Work closely with product and development teams for feature requests and enhancements.

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 2–4 years of experience in product/application support (preferably SaaS-based).
• Strong troubleshooting skills in Linux environments, databases (MySQL/PostgreSQL), and APIs.
• Familiarity with web technologies, RESTful services, and cloud environments.
• Experience with ticketing & project management tools (ClickUp, Jira, Zendesk).
• Excellent communication skills for handling technical and non-technical stakeholders.
• Ability to work in a fast-paced, global product-based environment.