Senior Technical Support Specialist (Remote, Key Accounts)

Greenhouse Software, Inc.; Karachi Division; On-site; PKR 700,000 - 1,000,000; Full time

Benefits offered by this job

24 days annual leave

Company-provided transport

Quarterly team meet-ups

Job summary

Flipdish is hiring a Tier 2 Customer Support Agent to join the Karachi hub. You will own complex and high-impact customer issues, perform remote installations, and provide high-touch support for key accounts while coaching Tier 1 agents.

The role requires deep product knowledge, strong troubleshooting, and cross-functional collaboration with Onboarding, Operations, Product, Engineering, and Leadership. Evening/weekend shifts are included.

Qualifications

• Have at least one year of experience in customer support, technical support, service operations, or a similar customer-facing role.
• Have handled complex technical issues and escalations in a fast-paced environment.
• Can remain calm, exercise sound judgement, and take ownership when customers are frustrated or incidents are urgent.
• Experience coaching, mentoring, or providing operational guidance to less-experienced colleagues.
• Can prioritise competing work based on customer and business impact while managing multiple complex cases.

Responsibilities

• Take ownership of complex or high-impact cases escalated by Tier 1; investigate root causes, assess severity and customer impact, and drive resolution with clear updates.
• Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations; work with Onboarding, Operations, and technical teams as needed.
• Provide responsive, high-quality support for designated key accounts; understand their setup and priorities, coordinate complex cases across teams, and build trust through technical confidence.
• Partner with Product and Engineering on critical customer issues; provide evidence, troubleshooting history, affected-account context, and reproducible steps; validate fixes or workarounds before closure.
• Maintain customer observability across contacts, escalations, installations, and incidents; identify recurring pain points and report actionable insights to Product, Engineering, Operations, and leadership.
• Act as a senior point of contact for Tier 1 agents during shifts; monitor queues, review escalation quality, coach colleagues, and ensure clear shift handovers.
• Maintain expert product knowledge and accurate Intercom and Salesforce records; improve documentation, playbooks, tooling, and ways of working.

Skills

Customer support

Technical support

Escalations

Coaching/mentoring

English communication

Tools

Intercom

Salesforce

Jira

Job description

Flipdish is hiring a Tier 2 Customer Support Agent to join the Karachi hub. You will own complex and high-impact customer issues, perform remote installations, and provide high-touch support for key accounts while coaching Tier 1 agents.

The role requires deep product knowledge, strong troubleshooting, and cross-functional collaboration with Onboarding, Operations, Product, Engineering, and Leadership. Evening/weekend shifts are included.