Senior Technical Support Engineer

Overview

Senior Technical Support Engineer who manages and troubleshoots technical support cases, and helps educate other support employees.

What you'll do

• Communicate with customers about reported issues, escalated cases, and urgent inquiries.
• Use engineering tools to modify user/vehicle data to resolve support issues.
• Analyze issue impact and prevalence using analytics tools such as Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo.
• Identify and apply changes needed in data, hardware, or processes with minimal user disruption.
• Determine root causes of errors/bugs and report them to Technical Leads.
• Provide feedback and write knowledge-base articles to support other team members.

What you'll need

• 0-2 years of experience in customer support, technical support, or software development (preferably customer-facing).
• Bachelor’s degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.
• Understanding of RESTful APIs, SQL, developer knowledge, and OAuth 2.0.
• Intermediate-level expertise in a programming language (e.g., Python, C++, C#, Ruby).
• Proficient technical skills for analyzing data points and performing root cause analysis.
• Flexibility to participate in an on-call rotation.

Details

• Location options include Islamabad, Karachi, Lahore, and Remote roles in Pakistan.
• Some interviews or new-hire training may be held in person at global offices.