Technical Support Specialist

Hot Prospector; Lahore; On-site; PKR 3,059,000 - 4,206,000; Full time

Job summary

Hot Prospector in Lahore is seeking an experienced Technical Support Specialist to work the US-hours night shift in office. You will diagnose software issues, guide customers through fixes, demonstrate best practices, and help users extract more value from our SaaS platform.

This role requires 3–5 years of product-support experience, exceptional English on calls and in writing, and the ability to explain complex technical concepts clearly.

Qualifications

• 3–5 years of experience supporting a software product (SaaS, not generic call center work).
• Excellent English, spoken and written, on live US-hours calls.
• Experience diagnosing software problems, with APIs, integrations, logs, or admin panels.

Responsibilities

• Troubleshoot technical issues and guide customers to effective solutions.
• Speak with US customers via Zoom and live video calls.
• Demonstrate fixes and explain technical concepts in plain language.
• Identify better workflows and share feedback with the product team.

Skills

SaaS support

API troubleshooting

Customer communication

US customer support

Video calls

Job description

TECHNICAL SUPPORT SPECIALIST (Experienced)

Full-Time | In-Office | Lahore, Pakistan

Monday–Friday | 7:00 PM – 3:00 AM PKT (US business hours)

$8–$11 USD/hour, paid in US dollars — based on experience

YOU DON'T JUST USE SOFTWARE. YOU LOVE FIGURING IT OUT.

You're the person who clicks around just to see what something does. When you discover a new piece of software, you actually enjoy learning it. You find features other people miss. You figure out shortcuts. When a new AI tool comes out, you're probably trying it before most people have heard of it.

And when somebody says, "I can't figure this out," your first instinct is: Let me take a look.

If that sounds like you, keep reading. Because we're looking for one person like that — and this time, we're looking for someone who's already very good at it.

WHO WE ARE

Hot Prospector builds sales software used by marketing agencies and sales teams across the United States. Our customers use our technology every day to call, text, follow up with leads, manage conversations, automate their sales process, and ultimately grow their businesses.

These are entrepreneurs, salespeople, agency owners and sales managers. They move fast. And when something gets in their way, you're going to be one of the people they count on to get them moving again.

We're opening our Lahore office and hiring the first technical support specialist to sit in it.

That's what this job is really about.

WE WANT YOU TO BE THE HERO FOR OUR CUSTOMERS

We're not trying to build an average support department. There's an idea we believe in: Be so great they'll talk about you at dinner.

That's the standard. We want customers to finish a support session thinking: Wow. That was actually incredible.

Sometimes you'll solve a technical problem. Sometimes you'll jump on Zoom and show someone how to do something. Sometimes you'll discover they're doing something the hard way and show them a much better way. And sometimes you'll save someone hours of work — or help them use our software in a way that ultimately helps their business make more money.

That's the job.

Not closing tickets. Not reading scripts. Not trying to get somebody off the phone as quickly as possible.

Helping people win.

YOU'LL GON'T KNOW OUR CUSTOMERS

Our support isn't hidden behind an anonymous ticket system. We work with customers directly.

You'll talk with them. You'll jump on Zoom with them. You'll share screens. You'll troubleshoot problems. You'll teach. You'll follow through.

And eventually, if you're great at this, something interesting starts happening: Customers start asking for you by name.

That's what we're looking for.

LET'S BE DIRECT ABOUT THE BAR

This is not an entry-level role, and we're not going to pretend otherwise. We are hiring one senior-caliber person, and the bar is high.

English has to be excellent. Not "good enough." Not "conversational." You will be live on video calls with American business owners, explaining technical concepts under pressure, every single day. Your spoken English needs to be clear, confident and easy for a US customer to follow. Your written English needs to be clean — correct grammar, natural phrasing, professional tone. If English is a strength you're genuinely proud of, this role will reward it. If it's something you're still working on, this isn't the right one.

You need real experience. 3–5 years supporting a software product — SaaS, a platform, a technical tool. Not general call center work. Not order‑taking. Not scripted tier‑1 queues. We want someone who has actually diagnosed problems in software, worked with APIs or integrations or logs or admin panels, and talked customers through fixes.

You need to be here in person. This is an in-office role in Lahore, five days a week. It is not remote and it will not become remote.

You need to work US hours. Our customers are in the United States, and we support them live. The shift is 7:00 PM to 3:00 AM Pakistan time, Monday through Friday. It's a night shift. We say that plainly because we'd rather you decide now than three weeks in.

YOU MIGHT BE PERFECT FOR THIS IF...

Beyond the experience, we care a great deal about how your brain works. You should be someone who:

• Genuinely enjoys software and technology.
• Likes figuring things out without immediately asking someone else for the answer.
• Is naturally curious.
• Is patient with people who aren't as technical as you are.
• Can explain complicated ways in normal language.
• Takes ownership instead of saying, "That's not my department."
• Likes learning new things.
• Takes coaching well.
• Wants responsibility.
• Wants to get better.
• Wants their career to go somewhere.

Most importantly, you care about the person on the other side of the screen.

AND WE WANT YOUR IDEAS

This isn't a giant company where you're employee #47,382. You'll be close to the customers, the product and the people building it.

That means you'll see things. You'll notice something customers struggle with. You'll discover a better way to do something. You'll think of a feature we should build.

Tell us.

We listen to our customers. And we listen to our employees. Some of the best ideas for improving Hot Prospector come from the people actually using the software and helping customers use it every day.

If you want a job where you can eventually help shape the product you're supporting, you'll have that opportunity here.

WHAT YOUR FIRST 90 DAYS COULD LOOK LIKE

First 30 days: You're learning. You'll get inside Hot Prospector, learn how our customers use it, shadow customer conversations, troubleshoot problems with the team and start understanding how everything fits together. With your background, we expect this to move fast.

By 60 days: You're handling your own queue and your own calls. You're leading Zoom support sessions, solving common problems and becoming someone the team can depend on.

By 90 days: You know the product. You're confidently helping customers, solving problems without needing someone standing over your shoulder, and finding ways to make our customer experience even better.

And if we're doing this right... customers are starting to remember your name.

THIS COULD BE THE BEGINNING OF A MUCH BIGGER CAREER

Hot Prospector has been building sales technology for more than a decade, and we're growing. We're building the next stage of the company right now — and Lahore is part of that plan.

That means we're looking for people who don't just want another job. We want people who want to grow with us.

As the company grows, new opportunities will be created. More customers. More products. More technology. More responsibility. More leadership positions. The person we hire first in Lahore is the most likely to lead the team we build there.

We're looking for someone who wants to be able to look back a few years from now and say: I got in early.

BEFORE YOU APPLY

There are a few things you should know.

This is a full-time, in-office position in Lahore. The schedule is Monday through Friday, 7:00 PM – 3:00 AM Pakistan Standard Time. Pay is $8–$11 USD/hour, paid in US dollars, based on experience — roughly PKR 2,180–3,000 per hour, or about PKR 375,000–520,000 per month at full time, at current exchange rates. The top of that range is reserved for someone who clearly clears every bar above.

We are hiring ONE person right now. And we're looking for someone who can start right away.

If you're looking for a remote position, this isn't it. If you can't work nights, this isn't it. If you're unable to start soon, please don't apply.

But if you're an experienced support professional with excellent English who's been waiting for the chance to work directly with American customers, on real technology, at a company where your name actually matters... we'd like to meet you.

ONE LAST THING

Don't just send us the same application you send everybody else. Tell us something.

What's a piece of software, app or AI tool you've gotten obsessed with lately? Or tell us about a problem you solved that other people on your team couldn't.

Write it in your own words. We read every one of these, and we can tell the difference between a real answer and a generated one.

It doesn't have to be impressive. We just want to see the two things that are difficult to teach: curiosity, and the ability to explain yourself clearly.