Product Support Engineer - PostEx

Our client, PostEx, a leading logistics and FinTech company based in Lahore, is seeking a Product Support Engineer to join their team. PostEx specializes in providing e-commerce businesses with courier services, Cash on Delivery (COD), and financial solutions. By integrating logistics with financial technology, PostEx simplifies delivery processes, streamlines payments, and supports the growth of online businesses. The role is a hybrid position that blends product operations, technical support, and customer interaction. The ideal candidate will have 1–2 years of relevant experience and will be responsible for ensuring smooth product operations, resolving technical issues, supporting customers, and collaborating with internal teams to enhance product performance and processes.

Key Responsibilities

- Provide technical support to customers by diagnosing and resolving product-related issues efficiently.
- Troubleshoot technical problems and work closely with product and engineering teams to ensure timely resolution.
- Assist in managing product lifecycle activities, including updates, releases, and deployments.
- Develop and maintain comprehensive product documentation, user guides, FAQs, and other support materials.
- Serve as a liaison between customers, product management, and engineering teams to address concerns and prioritize feature requests.
- Monitor product performance and proactively identify potential technical issues to prevent disruptions.
- Analyze customer feedback and support trends to recommend improvements.
- Support the implementation and upkeep of internal product management systems and tools.
- Conduct training sessions and provide guidance to internal teams and customers on new features and product updates.
- Oversee data flows, resolve integration challenges, and ensure the proper functioning of systems.
- Continuously improve support processes and technical workflows to enhance customer satisfaction and product usability.

Required Qualifications

- Bachelor’s degree in Computer Science, Software Engineering, or a related discipline.
- 1–2 years of experience in product operations, technical support, or customer-facing technical roles.
- Solid understanding of software systems, APIs, data integrations, and technical troubleshooting.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
- Proficiency with support and operations tools such as Jira, Zendesk, or similar platforms.
- Strong collaboration skills to effectively work with product, engineering, and customer success teams.
- High attention to detail and commitment to accuracy.
- Strong problem-solving abilities and capability to manage multiple tasks simultaneously.
- Basic knowledge of product management processes and Agile methodologies is advantageous.

Preferred Qualifications

- Experience in Logistics, FinTech, SaaS, APIs, or software-based products.
- A proactive mindset focused on identifying and resolving technical issues before they escalate.
- Experience in creating product documentation and building knowledge bases.
- Technical aptitude with a willingness to learn new tools, platforms, and systems.

This role offers an excellent opportunity to work at the intersection of technology and customer support within a fast-growing company that is reshaping the e-commerce logistics and financial services landscape. Candidates who are motivated, technically skilled, and customer-focused will find this position rewarding and impactful.