Technical Customer Support Agent

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing intuitive technology solutions supported by genuine human assistance. Our mission is to simplify restaurant management in an increasingly complex world. We are currently seeking an experienced Tier 2 Customer Support Agent to join our Customer Support team based in Karachi. In this role, you will handle complex customer issues that require in-depth product knowledge, technical troubleshooting, and collaboration across teams. You will be responsible for remote installations, configuration, high-touch support for key accounts, and managing escalations through to resolution. Additionally, you will support Tier 1 agents by monitoring queues, coaching colleagues, and ensuring consistently high support standards. This position operates on a seven-day shift rota covering hours between 6am and 12am UTC, including evenings and weekends.

Key Responsibilities
- Take ownership of complex or high-impact cases escalated from Tier 1, investigating root causes, assessing severity, and driving cases to resolution with clear communication and accountability.
- Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations, collaborating with Onboarding, Operations, and technical teams as needed.
- Provide dedicated, proactive support for key accounts by understanding their operational priorities, managing complex cases, and building trust through technical expertise and clear communication.
- Work closely with Product and Engineering teams on critical customer issues, supplying detailed evidence, troubleshooting history, and reproducible steps, and validating fixes before case closure.
- Monitor customer interactions, escalations, installations, and incidents to identify recurring issues and emerging risks, reporting actionable insights to Product, Engineering, Operations, Customer Success, and leadership.
- Act as a senior contact for Tier 1 agents during shifts by overseeing queues, reviewing escalations, coaching on troubleshooting and communication skills, and ensuring smooth shift handovers.
- Maintain expert product knowledge and accurate records in Intercom and Salesforce, improve documentation and processes, and challenge ineffective practices constructively to drive continuous improvement.

Required Qualifications
- Minimum one year of experience in customer support, technical support, service operations, or a similar customer-facing role.
- Proven ability to manage complex technical issues and customer escalations in a fast-paced environment, with a methodical approach to diagnosing configuration, connectivity, hardware, software, and user-related problems.
- Ability to remain calm and exercise sound judgment under pressure, taking ownership during urgent incidents or incomplete information scenarios.
- Experience coaching or mentoring less-experienced colleagues and providing operational guidance.
- Strong prioritization skills to manage multiple complex cases based on customer and business impact.
- Excellent verbal and written communication skills in English, capable of translating technical details into clear, practical advice.
- Proficient in producing accurate, structured case notes and escalation summaries; comfortable supporting customers via phone, email, and chat.
- Highly organized, detail-oriented, collaborative, and willing to challenge unclear or ineffective processes.
- Flexibility to work evenings and weekends as part of a shift rota.

Preferred Qualifications and Benefits
- Experience supporting SaaS platforms, point-of-sale systems, payments, restaurant technology, food delivery, or hospitality products.
- Familiarity with POS hardware, printers, tablets, networking, integrations, or remote device troubleshooting.
- Experience using Intercom, Salesforce, Jira, or similar CRM and support tools.
- Background in supporting enterprise or strategic accounts and coordinating incidents across multiple teams.
- Knowledge of SLAs, incident severity levels, customer satisfaction metrics, quality assurance, root-cause analysis, technical documentation, or support training.

Benefits
- Competitive salary with significant opportunities for career growth within a dynamic startup environment.
- 24 days of annual leave plus public holidays and additional company days such as Summer Fridays.
- Private healthcare coverage including outpatient and inpatient services.
- Company-provided transportation with pick-and-drop service.
- Regular team meet-ups and company events to foster connection and collaboration.

At Flipdish, we value ownership, transparency, and a people-led culture that encourages collaboration, diversity, and wellbeing. Our AI-first approach supports restaurants in growing their businesses while maintaining control and efficiency. You will work closely with talented colleagues, enjoy meaningful responsibilities, and have the freedom to influence how we grow as a company.

The interview process includes a recruiter screening call, a hiring manager interview, a competency or role-specific assessment, and reference checks. We look forward to welcoming candidates who are eager to contribute to our mission and thrive in a fast-paced, supportive environment.