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. This role offers an exciting opportunity for a motivated individual with 1–2 years of experience to work in a hybrid capacity involving product operations, technical support, and customer engagement. The successful candidate will play a key role in ensuring seamless product functionality, resolving technical issues, supporting customers, and collaborating with cross-functional teams to enhance product performance and operational processes.

Key Responsibilities
- Provide technical support to customers, addressing and resolving product-related issues promptly.
- Troubleshoot technical problems and work closely with product and engineering teams to ensure timely solutions.
- 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 communicate issues and prioritize feature requests.
- Monitor product performance metrics 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 tools and systems.
- Provide training and guidance to both internal teams and customers on new features and product updates.
- Oversee data flows, resolve integration issues, and ensure the proper functioning of systems.
- Continuously improve support processes and technical workflows to enhance overall customer and product experience.

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.
- Strong understanding of software systems, APIs, data integrations, and technical troubleshooting techniques.
- 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.
- Proven ability to collaborate effectively with product, engineering, and customer success teams.
- High attention to detail and accuracy in work.
- Strong problem-solving skills with the ability to manage multiple priorities efficiently.
- Basic knowledge of product management processes and Agile methodologies is advantageous.

Preferred Qualifications
- Experience working in Logistics, FinTech, SaaS, or software-based product environments.
- A proactive mindset toward identifying and resolving technical issues before they impact users.
- Skilled in creating product documentation and knowledge base content.
- Demonstrated technical aptitude and eagerness to learn new tools, platforms, and systems.

This role is ideal for candidates who thrive in dynamic environments and enjoy bridging the gap between technology and customer needs. Joining PostEx means contributing to innovative solutions that support the growth of e-commerce businesses through seamless logistics and financial services.