Technical Support & Implementation Manager

Hot Prospector is seeking a Technical Support & Implementation Manager to join our Lahore office, leading a team that supports and implements our SaaS solutions for marketing agencies and sales teams. In this role, you will guide your team through complex customer issues, ensuring smooth client setups and dependable ongoing support. You will be hands-on in troubleshooting, coaching, and improving workflows, helping both customers and teammates gain confidence and trust in our products. Your leadership will be key in delivering a seamless experience from initial setup through daily use, fostering a culture of learning and accountability.

Key Responsibilities
- Coach support and client setup staff through real cases, providing clear feedback and practical training.
- Diagnose challenging software, calling, messaging, and integration problems alongside your team.
- Manage client setups, including configuration, testing, customer training, and ensuring a reliable support handoff.
- Ensure all open issues have a designated owner, clear next steps, and follow-through to resolution.
- Continuously improve guides, checklists, and team habits to enhance overall performance.
- Act as a liaison with Engineering by delivering clear evidence and actionable ideas from customers and team members closest to the product.

Required Qualifications
- Minimum five years of hands-on experience in software support or implementation, with at least two years in a leadership or equivalent role.
- Proven track record of diagnosing difficult technical issues, successfully launching clients, and coaching team members to improve.
- Strong familiarity with APIs, webhooks, software configuration, logs, and CRM integrations.
- Excellent spoken and written English skills, as you will engage directly with U.S. customers, including live screen-sharing sessions.
- Ability to learn new technical areas quickly and translate that knowledge into practical team improvements.

Preferred Qualifications and Benefits
- Experience in A2P telecommunications is highly preferred, especially with U.S. A2P 10DLC registrations, campaign rejections, messaging deliverability, Twilio, VoIP/SIP, or phone routing.
- Familiarity with GoHighLevel and sales automation platforms is a plus.
- This is a full-time, on-site position based in Lahore, working Monday to Friday from 6 PM to 3 AM Pakistan time (aligned with U.S. Pacific Time).
- Competitive base salary ranging from PKR 700,000 to 900,000 per month, commensurate with experience and fit.

We encourage candidates to apply via LinkedIn with a resume and be prepared to discuss one of the following during the interview process: a difficult software issue you resolved, a teammate you coached and helped improve, or a client setup you enhanced. We want to understand how you think, what drives you in your work, and how you would contribute to our team’s success.