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 proven experience in providing technical support for Software and SaaS products, particularly within supply chain, manufacturing, or related industries. This role requires a strong technical aptitude for troubleshooting SaaS applications, ERP systems, and proficiency with support tools such as Zendesk and Jira. Excellent problem-solving abilities, effective ticket management, and clear customer communication are essential to ensure timely issue resolution and customer satisfaction.

Key Responsibilities
- Provide technical support and troubleshooting assistance for SaaS applications and ERP systems.
- Manage and resolve customer support tickets efficiently using Zendesk and Jira platforms.
- Communicate effectively with customers to understand issues and provide timely updates and solutions.
- Collaborate with cross-functional teams to escalate and resolve complex technical problems.
- Document support processes, solutions, and best practices to improve team knowledge and service quality.
- Monitor and analyze recurring issues to suggest product or process improvements.

Required Qualifications
- Proven experience in Software or SaaS technical support roles.
- Domain expertise in supply chain, manufacturing, or related industries.
- Strong technical skills in SaaS troubleshooting and ERP systems.
- Proficiency with support ticketing tools such as Zendesk and Jira.
- Advanced knowledge of Excel and Google Sheets for data analysis and reporting.
- Excellent problem-solving skills and ability to manage multiple tickets simultaneously.
- Strong communication skills to interact professionally with customers and internal teams.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional certifications in ERP systems or customer support platforms will be considered favorably. Working at FiveRivers Technologies offers the opportunity to engage with cutting-edge SaaS solutions in a dynamic industry environment. The position is based in a modern office location at DHA Business Hub, providing a collaborative and supportive workplace culture.

If you are passionate about delivering exceptional technical support and have the relevant experience, this role offers a great platform to grow your career with a forward-thinking technology company.