Product Support Engineer

Simplex Suite; Lahore; On-site; PKR 502,000 - 725,000; Full time

Job summary

Simplex Suite in Lahore is seeking a proactive Technical Support/Customer Success professional to respond promptly to client queries via email, phone, or live chat. You will build strong client relationships by offering personalized and empathetic support and guide customers toward resolution.

The role requires solid problem-solving aptitude, excellent communication, and the ability to explain complex concepts in simple terms, while collaborating with product managers, developers, and QA

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 2+ years of experience in technical support, customer success, or a similar role within the SaaS/software industry.
• Strong understanding of software systems, databases, APIs, and integrations.
• Hands-on experience with ticketing systems like Jira or Zendesk.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Proven track record of handling multiple tasks simultaneously in a fast-paced environment.
• Familiarity with the food and beverage industry is a plus but not mandatory. Strong TypeScript experience.
• Certifications in Agile methodologies or related tools (Jira, Confluence) would be advantageous.

Responsibilities

• Respond promptly to incoming client queries via email, phone, or live chat.
• Build strong relationships with clients by offering personalized and empathetic support.
• Troubleshoot and resolve technical issues related to the deployed product, including configuration errors, integrations, and performance bottlenecks.
• Provide workarounds for known issues until permanent fixes are implemented.
• Participate in regular meetings to discuss ongoing issues, share feedback from clients, and contribute to continuous improvement initiatives.
• Collaborate with product managers, developers, and QA engineers to ensure swift resolution of reported issues.
• Maintain up-to-date knowledge of the product's features, functionalities, and updates.
• Contribute to the creation and maintenance of FAQs, user guides, and training materials.
• Share insights and best practices with the support team to improve overall efficiency.
• Monitor and analyze support metrics (e.g., response time, resolution rate, client satisfaction scores).
• Generate periodic reports highlighting trends, recurring issues, and areas for improvement.
• Use data-driven insights to recommend enhancements to the product or support processes. Ship features end to end.

Job description

Respondpromptlytoincomingclientqueriesviaemail,phone,orlivechat.

Buildstrongrelationshipswithclientsbyofferingpersonalizedandempatheticsupport.

Musthaveastrongproblemsolvingaptitudetoidentifytherootcauseofrecurringproblemsfacedbyclientsandguidethemtowardresolution.

Troubleshoottechnicalissuesrelatedtothedeployedproduct,includingconfigurationerrors,integrations,andperformancebottlenecks.

Provideworkaroundsforknownissuesuntilpermanentfixesareimplemented.

Participateinregularmeetingstodiscussongoingissues,sharefeedbackfromclients,andcontributetocontinuousimprovementinitiatives.

Workcloselywithproductmanagers,developers,andQAengineerstoensureswiftresolutionofreportedissues.

Maintainup-to-dateknowledgeoftheproduct'sfeatures,functionalities,andupdates.

ContributetothecreationandmaintenanceofFAQs,userguides,andtrainingmaterials.

Shareinsightsandbestpracticeswiththesupportteamtoimproveoverallefficiency.

Monitorandanalyzesupportmetrics(e.g.,responsetime,resolutionrate,clientsatisfactionscores).

Generateperiodicreportshighlightingtrends,recurringissues,andareasforimprovement.

Usedata-driveninsightstorecommendenhancementstotheproductorsupportprocesses.Ship features end to end

What we're looking for

Bachelor'sdegreeinComputerScience,InformationTechnology,Engineering,orarelatedfield(orequivalentexperience).

2+yearsofexperienceintechnicalsupport,customersuccess,orasimilarrolewithintheSaaS/softwareindustry.

Strongunderstandingofsoftwaresystems,databases,APIs,andintegrations.

Hands-onexperiencewithticketingsystemslikeJiraorZendesk.

Excellentverbalandwrittencommunicationskills,withtheabilitytoexplaincomplexconceptsinsimpleterms.

Proventrackrecordofhandlingmultipletaskssimultaneouslyinafast-pacedenvironment.

Familiaritywiththefoodandbeverageindustryisaplusbutnotmandatory.Strong TypeScript experience.

PreferredSkills:

CertificationsinAgilemethodologies,orrelevanttools(Jira,Confluence)wouldbeadvantageous.

Abilitytoremaincalmunderpressureandmaintainprofessionalismduringchallengingsituations.

Preferredcandidateswithpriorexperienceworkinginrotatingshifts.