Technical Support & Implementation Manager

Hot Prospector; Lahore; On-site; PKR 7,812,000 - 10,044,000; Full time

Job summary

Hot Prospector in Lahore, Pakistan is seeking a Technical Support & Implementation Manager to lead the team responsible for onboarding customers and resolving complex issues in our SaaS/telecom platform.

You’ll coach support and client-setup staff, diagnose integration challenges, own critical issues, and collaborate with Engineering to convert feedback into better product docs and processes.

Qualifications

• 5+ years hands-on software support or implementation experience.
• At least 2 years of team leadership or equivalent responsibility.
• Experience diagnosing difficult software, calls, messaging, and integrations.

Responsibilities

• Coaching support and client setup staff through real cases with feedback and training.
• Diagnosing difficult software, calling, messaging, and integration problems with the team.
• Leading client setups through configuration, testing, training, and a reliable handoff.
• Ensuring issues have an owner, next step, and follow‑through to verified results.
• Improving guides, checklists, and habits to enable better work.
• Bringing customer and teammate insights to Engineering for product improvements.

Skills

Leadership

Coaching

Problem solving

Communication

Customer focus

Tools

APIs

Webhooks

CRM integrations

Logging

Software configuration

Job description

TECHNICAL SUPPORT & IMPLEMENTATION MANAGER — SaaS / Telecom

Hot Prospector • Lahore, Pakistan • Full-time • On-site

YOU LOVE SOLVING THE PROBLEM. NOW HELP A WHOLE TEAM GET GOOD AT IT.

When a customer is stuck, you want to understand what happened. You ask another question. You check the logs. You test your explanation. And when you find the answer, you enjoy showing someone else how you figured it out.

Somewhere along the way, your teammates started coming to you, too.

You like that responsibility. Seeing someone you coached handle a difficult customer confidently feels just as good as solving the issue yourself.

That's the kind of leader we want in our Lahore office.

THE CUSTOMER SHOULD FEEL THE DIFFERENCE

Hot Prospector builds software that helps marketing agencies and sales teams call, text, follow up with leads, automate workflows, and connect their CRM systems. Our customers rely on those tools to run their businesses.

You’ll lead the people who set those customers up and the people who help them every day afterward. You will be close enough to the work to spot a weak handoff, join a difficult troubleshooting call, and help an agent find the question they haven’t asked yet.

Picture a customer finishing their first week with us: their setup works, they understand how to use it, and they know someone will follow through when they need help. Your team makes that experience possible.

We want customers to trust the whole team the way they trust their favorite support person. Building that trust is a large part of this job.

SHOW US HOW YOU LEAD

An agent brings you an issue they’ve already tried to fix twice. A new client is waiting to launch. A messaging registration has been rejected.

You help the team work out what matters first. You get specific about the evidence, assign the next steps, and keep the customers informed. Then you make sure the lesson becomes something the team can use again.

You’ll own:

• Coaching support and client setup staff through real cases, clear feedback, and practical training.
• Diagnosing difficult software, calling, messaging, and integration problems alongside the team.
• Taking client setups through configuration, testing, customer training, and a dependable support handoff.
• Making sure open issues have an owner, a next step, and follow-through to a verified result.
• Improving the guides, checklists, and habits that help everyone do better work.
• Bringing Engineering clear evidence and useful ideas from the customers and teammates closest to the product.

BRING YOUR CURIOSITY. PUT IT TO WORK.

We want to hear about the workflow you improved because it kept wasting people’s time. The unfamiliar tool you learned well enough to teach. The teammate who became more capable because of your coaching.

You should have room to contribute ideas about how support and setup should work. That comes with responsibility: try the improvement, listen to feedback, and check whether it helped.

You should enjoy learning, care about explaining things clearly, accept coaching yourself, and take pride in keeping promises to customers. Those are working habits we expect you to demonstrate and develop in others.

THE EXPERIENCE THIS ROLE NEEDS

Bring substantial hands‑on software support or implementation experience—typically five or more years and at least two years of team leadership or equivalent demonstrated responsibility. We want examples of difficult diagnoses, successful client launches, and people you’ve helped improve.

You should be comfortable with APIs, webhooks, logs, software configuration, and CRM integrations. Clear spoken and written English is essential: you and your team will work directly with U.S. customers, including live screen‑sharing sessions.

A2P telecommunications experience is strongly preferred. If you’ve worked through U.S. A2P 10DLC registrations, campaign rejections, messaging deliverability issues, Twilio, VoIP/SIP, or phone routing, tell us what you personally handled. GoHighLevel and sales automation experience are valuable, too.

We welcome strong support leaders who can demonstrate how they learn an unfamiliar technical area and make that knowledge useful to their team.

THE PRACTICAL DETAILS

This is a full‑time role working from our Lahore office.

Schedule: Monday–Friday, 6 AM–3 PM U.S. Pacific Time. In Pakistan, that’s 6 PM–3 AM the following day during U.S. daylight saving time, and 7 PM–4 AM during U.S. standard time.

Base salary: PKR 700,000–900,000 per month, depending on demonstrated experience and role fit.

TELL US SOMETHING WE WON’T LEARN FROM YOUR JOB TITLES

Apply through LinkedIn with your resume. Choose one example and be ready to walk us through it during the application or screening process:

• A difficult software issue: what clue changed your thinking, and how did you prove the fix worked?
• A teammate you coached: what did you help them change, and what could they do afterward?
• A client setup you improved: where were customers getting stuck, and what changed because of your work?

Then tell us what about leading support and client setup at Hot Prospector interests you.

Be specific. We want to understand how you think, what you care about in your work, and what you would bring to the people around you.