Product Support Engineer

postex; Lahore; Hybrid; PKR 900,000 - 1,800,000; Full time

Job summary

PostEx in Lahore, Pakistan, is seeking a motivated Product Operations & Support Specialist (hybrid) with 1–2 years of experience. You will handle technical support, troubleshoot issues, and collaborate with product and engineering teams to improve processes and performance.

The role combines product operations with customer-facing responsibilities, including documentation, training, and facilitating updates and deployments. A strong technical foundation and clear communication are essential.

Qualifications

• 1–2 years in product operations, technical support, or similar roles.
• Strong understanding of software, APIs and data integrations.
• Excellent written and verbal communication.

Responsibilities

• Provide technical support to customers and resolve product-related issues.
• Troubleshoot technical problems and coordinate with product and engineering for timely resolutions.
• Assist in product lifecycle activities, including updates, releases, and deployments.
• Create and maintain product documentation, user guides, FAQs, and support resources.
• Act as a liaison between customers, product, and engineering teams to address issues and prioritize features.
• Monitor product performance and proactively identify and resolve technical issues.
• Track and analyze customer feedback and support trends to identify improvement opportunities.
• Support the implementation and maintenance of internal product management systems and tools.
• Provide training and guidance to internal teams and customers regarding new features and product updates.
• Monitor data flows, resolve integration issues, and ensure systems function properly.
• Improve support processes and technical workflows to enhance customer and product experience.

Skills

Customer-facing comms

Technical troubleshooting

Cross-functional collaboration

Attention to detail

Agile awareness

Education

Bachelor's degree in CS/Software Eng

Tools

Jira

Zendesk

Job description

Job Description

Job Description – Product Operations & Support Specialist

About PostEx

PostEx is a logistics and FinTech company providing e-commerce businesses with courier, Cash on Delivery (COD), and financial solutions. By combining logistics services with financial technology, PostEx simplifies deliveries, streamlines payments, and supports the growth of online businesses.

Job Overview

We are looking for a motivated and technically skilled Product Operations & Support Specialist with 1–2 years of experience. This hybrid role combines product operations, technical support, and customer-facing responsibilities. The ideal candidate will ensure smooth product operations, troubleshoot technical issues, provide customer support, and collaborate with internal teams to improve product performance and processes.

Key Responsibilities

• Provide technical support to customers and resolve product-related issues.
• Troubleshoot technical problems and coordinate with product and engineering teams for timely resolutions.
• Assist in product lifecycle activities, including updates, releases, and deployments.
• Create and maintain product documentation, user guides, FAQs, and support resources.
• Act as a liaison between customers, product, and engineering teams to address issues and prioritize features.
• Monitor product performance and proactively identify and resolve technical issues.
• Track and analyze customer feedback and support trends to identify improvement opportunities.
• Support the implementation and maintenance of internal product management systems and tools.
• Provide training and guidance to internal teams and customers regarding new features and product updates.
• Monitor data flows, resolve integration issues, and ensure systems function properly.
• Improve support processes and technical workflows to enhance customer and product experience.

Requirements & Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 1–2 years of experience in product operations, technical support, or customer-facing technical roles.
• Strong understanding of software, APIs, data integrations, and technical troubleshooting.
• Excellent written and verbal communication skills.
• Experience with support and operations tools such as Jira, Zendesk, or similar platforms.
• Ability to explain complex technical issues in simple, customer-friendly language.
• Strong collaboration skills to work with product, engineering, and customer success teams.
• Excellent attention to detail and focus on accuracy.
• Strong problem-solving skills and ability to manage multiple tasks effectively.
• Basic understanding of product management processes and Agile methodologies is a plus.

Desired Skills

• Experience in Logistics, FinTech, SaaS, APIs, or software-based products.
• Proactive approach to identifying and resolving technical issues.
• Experience in product documentation and knowledge base creation.
• Technical aptitude and willingness to learn new tools, platforms, and systems.