Support Engineer: Escalation Specialist & Agent Coach

KnowledgeCity; Pakistan; On-site; PKR 1,339,200 - 2,232,000; Full time

Job summary

KnowledgeCity is seeking a HelpDesk Lead to oversee day-to-day agent operations and take ownership of escalated tickets that require advanced technical insight. The role involves guiding agents, ensuring quality responses, and collaborating with product engineers to resolve nuanced customer issues.

Candidates should bring strong SQL, API, and AI tooling capabilities, plus familiarity with identity standards like SAML/SSO. Nice-to-have skills include Python basics and Git fundamentals.

Qualifications

• Must-have expertise in SQL, REST APIs and modern AI tooling for support automation.
• Experience with SAML/SSO/SCIM and identity-related integrations.
• Familiarity with API testing tools and prompt engineering concepts.

Responsibilities

• Run HelpDesk agents day-to-day and guide escalation when needed.
• Handle escalated tickets requiring technical judgment and product knowledge.
• Provide feedback to improve agent performance and identify escalation patterns.

Skills

SQL Advanced

REST APIs

AI tooling

SAML / SSO / SCIM

Python basics

Git basics

MCP awareness

Tools

REST APIs (Postman / curl)

SAML / SSO / SCIM

AI tooling (Claude, ChatGPT, prompt engineering)

Job description

KnowledgeCity is seeking a HelpDesk Lead to oversee day-to-day agent operations and take ownership of escalated tickets that require advanced technical insight. The role involves guiding agents, ensuring quality responses, and collaborating with product engineers to resolve nuanced customer issues.

Candidates should bring strong SQL, API, and AI tooling capabilities, plus familiarity with identity standards like SAML/SSO. Nice-to-have skills include Python basics and Git fundamentals.