Support Engineer

Contour Software

. Engage with Client Success and Technical Support teams to resolve reported issues within the TUNE platform.

Posted 11/12/2026full-timeLahore • PakistanMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical knowledge in diagnosing and resolving complex issues related to system architecture, database troubleshooting, and API integration. Excels in providing exceptional customer service and technical support while effectively communicating with both technical and non-technical stakeholders.

Highest-signal resume keywords

Technical Support ExperienceComplex Problem-SolvingCustomer Support Software FamiliarityBachelor's Degree In Computer ScienceExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Database TroubleshootingAPI IntegrationNetwork ConnectivityTechnical DocumentationAdvanced Technical Problem-SolvingSystem Architecture AnalysisTicketing SystemsRemote Desktop ToolsKnowledge Management SystemsPerformance Marketing Experience

Soft Skills

Customer-Oriented MindsetCollaboration SkillsInterpersonal SkillsPatience and EmpathyListening Skills

Certifications & Qualifications

CompTIA Network+Cisco CCNAMicrosoft Certified

About the role

Key responsibilities & impact

Engage with Client Success and Technical Support teams to resolve reported issues within the TUNE platform.
Track and report diagnosis and resolution of platform defects in the support ticketing system.
Take personal responsibility for the success of new and existing client relationships.
Provide technical support to internal and external clients via phone, email, ticketing system, and chat.
Independently diagnose and resolve complex technical issues involving system architecture, database troubleshooting, API integration, and network connectivity.
Perform advanced technical problem-solving and analysis beyond routine Tier 1 support.
Create technical documentation and troubleshooting guides.
Collaborate with technical support teams to escalate and resolve issues beyond Tier 2 support.
Document and accurately track customer issues in customer support software.
Manage and prioritize escalated customer issues.
Continuously improve technical knowledge through training and development.
Communicate and adhere to new procedures, policies, and goals.

Requirements

What you’ll need

Requires a Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related field in science or learning, or equivalent professional certification (e.g., CompTIA Network+, Cisco CCNA, Microsoft Certified) demonstrating advanced technical knowledge acquired through prolonged specialized instruction.
Experience in a technical support role, with a strong understanding of hardware, software, and network connectivity.
Excellent communication skills, both verbal and written, with the ability to explain complex technical issues to non-technical stakeholders.
Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
Customer-oriented mindset, with a strong focus on providing exceptional customer service.
Ability to work independently and as part of a team, with strong collaboration skills and the ability to escalate issues as needed.
Familiarity with customer support software and tools, such as ticketing systems, remote desktop tools, and knowledge management systems.
Ability to work with minimal supervision.
Team player with good interpersonal skills.
Performance (Digital) Marketing experience.
Work ethic and high standards.
Listening skills, openness to criticism and ideas, and communication.
Patience and empathy when dealing with frustrated or upset customers.
Must work 10 PM to 7 AM Pacific Time (10 AM to 7 PM Pakistan Time).

Benefits

Comp & perks

Market-leading Salary
Medical Coverage – Self & Dependents
Parents Medical Coverage
Provident Fund
Employee Performance-based bonuses
Home Internet Subsidy
Conveyance Allowance
Profit Sharing Plan [Tenured Employees Only]
Life Benefit
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment
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