Product / Application Support Engineer

We are on a mission to make a global impact on health care in North America and as we are growing rapidly, we are looking for Product Support Engineer to handle tech requests filed by end-users of a company's product or systems

You are responsible for troubleshooting and resolving product issues and readily suggest improvements, including customer features. You are comfortable developing solutions or pass the problem along to other engineering team members and provide users with progress updates.

We are very much focused on accuracy, attention to detail and timeliness as you seamlessly fit within our sprint process and agile methodology and finally, you’re eager to share your ideas and experiences to help continuously improve as an individual and help your team grow.

Responsibilities:

Interpret customer issues, report design concerns, reliability or maintenance problems to the product engineering team.

Work cross functionally with members of data engineering, security, software engineering, and design teams.

Develop and release technical memos, process service bulletins for the repair or upgrade of products, and training material on product repair.

Support external customers to conduct testing, training, documentation on new product introduction.

Participate in engineering project meetings regarding new products and provide feedback on serviceability and field concerns.

Provide training on new and existing products.

Assist in software usability testing

Execute test cases (manual or automated) and analyze results.

Must have:

Strong communicator, a capable leader and invested in agile frameworks

Familiarity with agile software development and SDLC practices

Excellent knowledge of Scrum techniques and artifacts (such as the definition of done, user stories, automated testing, backlog refinement)

Excellent communication and servant leadership skills

Problem-solving and conflict-resolution ability

Outstanding organizational skills

English fluency

Knowledge of Software Development life Cycle (SDLC) and in different methodologies like Agile/Scrum and Waterfall

A collaborator with demonstrated attention to detail.

Problem solving and design review skills.

Great to have:

Knowledge of HTML5/CSS3, Bootstrap, Responsive Design, JavaScript, Selenium with Python & C# or PHP

Experience with FTP, SaaS, XML, Linux, STMP, and Cloud software and systems.

Job Location:

Onsite (Near baloch colony, Pechs, Shahrae faisal, Karachi)

Schedule:

Work hours 6:00pm – 3:00am (Mon - Fri)

Qualifications:

1 – 2 years in a SaaS product support/product management role or quality assurance.

Bachelor's or Graduate's Degree in computer engineering, computer science, information systems or systems engineering, or equivalent experience.