Support Engineer

Albi; Pakistan; On-site; PKR 60,000 - 80,000; Full time

Job summary

A fast-growing SaaS company in Karachi is seeking a Support Engineer I for a crucial entry-level role. The position involves troubleshooting customer issues, implementing solutions in .NET applications, and working closely with Support Specialists and senior engineers. Ideal candidates will have a bachelor's degree in Computer Science, strong SQL skills, and a willingness to support U.S. evening operations from 4:00 AM to 1:00 PM PKT. The company offers a supportive culture and competitive benefits.

Benefits

Competitive salary aligned with the Karachi market

Paid time off and company holidays

Medical insurance coverage

Mentorship from experienced engineers

Clear career progression

Qualifications

• 0–2 years of professional experience in technical support, application support, or software engineering.
• Strong understanding of SQL, including writing queries and data validation.
• Knowledge of debug processes and application behavior in .NET/C# applications.

Responsibilities

• Investigate, troubleshoot, fix, and resolve customer technical issues.
• Implement code fixes in .NET applications for low-to-medium complexity issues.
• Collaborate with engineering and QA teams to ensure fixes are tested.

Skills

Technical support experience

.NET/C#

SQL skills

Troubleshooting skills

Communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Bug tracking systems (Zendesk, Jira, Freshdesk)

Job description

Overview

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 5:00 PM – 2:00 AM 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.

Benefits

• 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.

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.