Support Engineer

Albi; Karachi Division; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A fast-growing SaaS company is looking for an entry-level Support Engineer I to join their Karachi team. This role involves troubleshooting and resolving customer issues, primarily during U.S. evening hours. Candidates should have a Bachelor's degree in Computer Science or a related field, along with skills in .NET/C#, SQL, and troubleshooting. The company offers competitive salaries, paid time off, and a supportive work environment, focusing on career growth and mentorship.

Benefits

Competitive salary

Paid time off

Medical insurance

Mentorship from experienced engineers

Clear career progression

Collaborative team culture

Qualifications

• 0–2 years of professional experience in technical support or related fields.
• Working knowledge of .NET / C# including debugging.
• Strong SQL skills for data analysis and validation.

Responsibilities

• Partner with Support Specialists to troubleshoot customer-reported issues.
• Implement code fixes for low-to-medium complexity issues.
• Document fixes and root causes in internal knowledge bases.

Skills

Technical support experience

.NET / C#

SQL skills

Troubleshooting skills

Strong communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Zendesk

Jira

Job description

We are a fast-growing SaaS company on a mission to propel the restoration industry forward by empowering restoration companies with the technology they need to scale and grow their businesses.

As our customer base continues to grow, we are expanding our global support organization to ensure customers receive reliable, timely, and high-quality technical support.

We are looking for a Support Engineer I to join our Karachi-based team. This is an entry-level / junior engineering role that works closely with Support Specialists and senior engineers to troubleshoot, fix, and resolve customer issues. You will work directly on production-impacting problems, contributing code fixes, data corrections, and configuration changes under established processes and guidance.

This position supports U.S. evening hours and requires working 4:00 AM – 1:00 PM Karachi time (with a 1-hour break), or approximately 5:00PM – 2:00AM US Central Time.

Key Responsibilities

• Partner with Support Specialists to investigate, troubleshoot, fix, and resolve customer-reported technical issues.
• Diagnose root causes by analyzing application behavior, logs, and data.
• Implement code fixes in .NET-based applications for well-scoped, low-to-medium complexity issues, following established development and deployment processes.
• Write and execute SQL queries, including safe bulk operations (updates/inserts) to correct data issues when required.
• Reproduce issues in lower environments and validate fixes before deployment.
• Own assigned support cases end-to-end, ensuring timely communication, proper resolution, and post-fix validation.
• Escalate complex or high-risk issues to senior engineers with clear analysis and proposed solutions.
• Collaborate with engineering and QA teams to ensure fixes are properly tested and released.
• Document fixes, root causes, and preventive steps in internal knowledge bases.
• Participate in shift handovers to ensure continuity across time zones.
• Continuously build technical expertise in the product, platform, and support tooling.

Qualifications

• 0–2 years of professional experience in technical support, application support, or software engineering.
• Working knowledge of .NET / C#, including debugging, fixing bugs, and understanding application flow.
• Strong SQL skills, including:
  • Writing queries with joins and filters
  • Data analysis and validation
  • Experience or exposure to bulk operations with attention to safety and data integrity
• Solid troubleshooting and analytical problem-solving skills.
• Strong sense of ownership and accountability for customer-impacting issues.
• Good written and verbal communication skills in English.
• Ability to work responsibly with production systems and follow change-management processes.
• Willingness to work 4:00 AM – 1:00 PM PKT to support U.S. evening operations.
• Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent experience).

Nice to Have

• Experience contributing bug fixes in a production environment.
• Familiarity with REST APIs and debugging API-related issues.
• Exposure to CI/CD pipelines and code review processes.
• Experience with ticketing systems (Zendesk, Jira, Freshdesk).
• Basic understanding of cloud platforms (Azure preferred).
• Prior SaaS or customer-facing technical experience.

We’re driven by purpose, fueled by high energy, and committed to helping our people grow.

We offer:

• Competitive salary aligned with the Karachi market
• Paid time off and company holidays
• Medical insurance coverage
• Real ownership of production issues and meaningful technical work
• Mentorship from experienced engineers
• Clear career progression
• Supportive, collaborative team culture
• Stable work schedule aligned with U.S. business needs

Your growth matters to us. We provide hands-on experience, trust, and support to help you develop into a strong engineer while making a real impact for our customers.