Senior Technical Support Engineer - SaaS (Tier 2)

Contour Software Pvt Ltd; Lahore; On-site; PKR 2,000,000 - 3,200,000; 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

Profit Sharing Plan

Life Benefit

Child Care Facility

Company Provided Lunch/Dinner

Professional Development Budget

Recreational area for in-house games

Job summary

Contour Software is seeking a Support Engineer in Lahore/Karachi/Islamabad to diagnose and resolve advanced SAAS platform issues, coordinating with Client Success and Technical Support teams. You will handle tickets, drive root-cause analysis, and empower customers with timely, service-oriented solutions.

The role emphasizes strong technical acumen, customer focus, and collaboration with onshore teams to ensure high-quality resolutions and customer satisfaction.

Qualifications

• Requires Bachelor's degree in Computer Science, Software Engineering, IT or related field.
• Experience in technical support or similar role.
• Strong communication and problem-solving skills.

Responsibilities

• Diagnose and resolve complex technical issues across SAAS platform and integrations.
• Provide technical support via phone, email, chat, and ticketing system.
• Create documentation and troubleshooting guides for Tier 1 support.
• Collaborate with cross-functional teams to escalate and resolve issues.
• Maintain and update technical knowledge through training.

Skills

Technical troubleshooting

Customer service orientation

Clear communication

Analytical thinking

Education

Bachelor's degree in Computer Science or related field

Tools

Ticketing systems

Remote desktop tools

Job description

Contour Software is seeking a Support Engineer in Lahore/Karachi/Islamabad to diagnose and resolve advanced SAAS platform issues, coordinating with Client Success and Technical Support teams. You will handle tickets, drive root-cause analysis, and empower customers with timely, service-oriented solutions.

The role emphasizes strong technical acumen, customer focus, and collaboration with onshore teams to ensure high-quality resolutions and customer satisfaction.