Product Support Engineer - PostEx

Our client, PostEx, a leading logistics and FinTech company based in Lahore, is seeking a Product Operations & Support Specialist. PostEx provides e-commerce businesses with courier, Cash on Delivery (COD), and financial solutions by integrating logistics services with financial technology. This role is ideal for a motivated professional with 1–2 years of experience who is technically skilled and customer-oriented. The position involves a hybrid mix of product operations, technical support, and direct customer interaction to ensure seamless product performance and enhanced user experience.

Key Responsibilities

- Provide technical support to customers, resolving product-related issues efficiently.
- Troubleshoot technical problems and collaborate with product and engineering teams to ensure timely solutions.
- Assist in managing the product lifecycle, including updates, releases, and deployments.
- Develop and maintain comprehensive product documentation, user guides, FAQs, and support materials.
- Serve as a liaison between customers, product, and engineering teams to address issues and prioritize feature requests.
- Monitor product performance and proactively identify and resolve technical challenges.
- Analyze customer feedback and support trends to recommend improvements.
- Support the implementation and upkeep of internal product management systems and tools.
- Deliver training and guidance to internal teams and customers on new features and product updates.
- Oversee data flows, resolve integration issues, and ensure system functionality.
- Continuously improve support processes and technical workflows to enhance both customer satisfaction and product quality.

Required Qualifications

- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- 1–2 years of experience in product operations, technical support, or customer-facing technical roles.
- Solid understanding of software, APIs, data integrations, and technical troubleshooting.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
- Experience using 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 accuracy.
- Strong problem-solving abilities and capability to manage multiple tasks efficiently.
- Basic knowledge of product management processes and Agile methodologies is advantageous.

Preferred Qualifications

- Experience in Logistics, FinTech, SaaS, APIs, or software-based products.
- Proactive approach to identifying and resolving technical issues.
- Experience in creating product documentation and 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 service within a dynamic and growing company. The ideal candidate will play a key role in driving product success and customer satisfaction through effective support and operational excellence.