SaaS Support Engineer Tier 2

Contour Software; Islamabad; On-site; PKR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Market-leading Salary

Medical Coverage – Self & Dependents

Provident Fund

Employee Performance-based bonuses

Home Internet Subsidy

Conveyance Allowance

Life Benefit

Child Care Facility

Company Provided Lunch/Dinner

Professional Development Budget

Leave Encashment

Job summary

Contour Software in Pakistan is hiring a Support Engineer to join the client-success and technical-support teams. You will resolve advanced issues on the TUNE SaaS platform, diagnose root causes, and communicate solutions to customers via phone, email, and chat.

You’ll contribute to knowledge bases and documentation while growing your technical expertise. The role operates from Contour Software offices in the region, with a focus on delivering timely, effective resolutions and exceptional client

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related field or equivalent certification.
• Experience in a technical support role with strong hardware, software and network connectivity knowledge.
• Excellent communication skills, both verbal and written, with the ability to explain complex technical issues to non-technical stakeholders.
• Strong problem solving and analytical skills with the ability to develop effective solutions.
• Customer-oriented mindset and ability to work independently and as part of a team.
• Familiarity with customer support software and tools, such as ticketing systems and remote desktop tools.

Responsibilities

• Independently diagnose and resolve complex technical issues requiring advanced knowledge of system architecture, database troubleshooting, API integration and network connectivity.
• Provide technical support to customers via phone, email or chat, addressing advanced issues related to hardware, software and networks.
• Collaborate with other technical support teams to resolve complex issues beyond Tier 2 scope.
• Document and track customer issues and maintain technical documentation and troubleshooting guides.
• Continuously update technical knowledge through training and development and stay current with industry trends.

Skills

Technical expertise

Customer service orientation

Communication skills

Problem solving

Analytical skills

Teamwork and collaboration

Time management

Adaptability

Client relationship management

Education

Bachelor’s degree in CS/SE/IT or related field

Tools

Ticketing systems

Remote desktop tools

Job description

Contour Software in Pakistan is hiring a Support Engineer to join the client-success and technical-support teams. You will resolve advanced issues on the TUNE SaaS platform, diagnose root causes, and communicate solutions to customers via phone, email, and chat.

You’ll contribute to knowledge bases and documentation while growing your technical expertise. The role operates from Contour Software offices in the region, with a focus on delivering timely, effective resolutions and exceptional client