Technical Support Engineer

FiveRivers Technologies is seeking a skilled Technical Support Engineer to join our team at the DHA Business Hub, Phase VIII, Lahore. The ideal candidate will have a strong background in Software or SaaS technical support, with experience in industries such as supply chain or manufacturing. This role requires a hands-on approach to troubleshooting SaaS applications, managing support tickets, and ensuring timely resolution of customer issues. The successful candidate will be comfortable working with ERP systems and support tools like Zendesk and Jira, while also demonstrating excellent communication and problem-solving skills.

Key Responsibilities
- Provide expert technical support for SaaS products, addressing customer inquiries and resolving issues efficiently.
- Manage and prioritize support tickets using platforms such as Zendesk and Jira, ensuring timely follow-up and resolution.
- Collaborate with cross-functional teams, including development and product management, to escalate and resolve complex technical problems.
- Utilize ERP systems to assist customers and troubleshoot integration or operational challenges.
- Maintain clear and professional communication with customers, providing updates and guidance throughout the support process.
- Document solutions and contribute to knowledge base articles to improve team efficiency and customer self-service options.
- Analyze recurring issues and work proactively to identify potential product improvements or training needs.

Required Qualifications
- Proven experience in Software or SaaS technical support roles, preferably within supply chain, manufacturing, or related domains.
- Strong technical skills in SaaS troubleshooting and familiarity with ERP systems.
- Proficiency with support and ticketing tools such as Zendesk and Jira.
- Advanced skills in Excel and Google Sheets for data analysis and reporting.
- Excellent problem-solving abilities and a customer-focused mindset.
- Effective communication skills, both written and verbal, to interact with customers and internal teams.
- Ability to manage multiple tickets and prioritize tasks in a fast-paced environment.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional experience in software development lifecycle, product support, or knowledge of additional support platforms will be considered favorably. Working at FiveRivers Technologies offers the opportunity to be part of a dynamic team in a growing company, with exposure to cutting-edge SaaS solutions in key industrial sectors.

This position is based in Lahore, providing a collaborative office environment at the DHA Business Hub, Phase VIII. If you are passionate about technical support and eager to contribute your expertise to a forward-thinking technology company, we encourage you to apply.