Support Engineer

Job Description

We are a rapidly expanding SaaS company focused on empowering the restoration industry by delivering technology solutions that help restoration businesses scale and thrive. As our customer base grows, we are strengthening our global support team to provide dependable, prompt, and high-quality technical assistance. We are currently looking for a Support Engineer I to join our Karachi-based team. This entry-level position involves collaborating closely with Support Specialists and senior engineers to troubleshoot and resolve customer issues. The role includes addressing production-impacting problems through code fixes, data corrections, and configuration changes within established guidelines. The position requires working U.S. evening hours, from 4:00 AM to 1:00 PM Karachi time (with a one-hour break), which corresponds approximately to 5:00 PM to 2:00 AM US Central Time.

Key Responsibilities
- Collaborate with Support Specialists to investigate, troubleshoot, and resolve technical issues reported by customers.
- Analyze application behavior, logs, and data to diagnose root causes of problems.
- Implement code fixes in .NET-based applications for clearly defined, low-to-medium complexity issues, following prescribed development and deployment procedures.
- Write and execute SQL queries, including safe bulk updates and inserts, to correct data inconsistencies when necessary.
- Reproduce issues in lower environments and validate fixes before deployment.
- Manage assigned support cases from start to finish, ensuring timely communication, resolution, and post-fix validation.
- Escalate complex or high-risk issues to senior engineers with detailed analysis and suggested solutions.
- Work closely with engineering and QA teams to ensure fixes are thoroughly tested and properly released.
- Document fixes, root causes, and preventive measures in internal knowledge bases.
- Participate in shift handovers to maintain continuity across different time zones.
- Continuously enhance technical knowledge of the product, platform, and support tools.

Required Qualifications
- 0–2 years of professional experience in technical support, application support, or software engineering.
- Working knowledge of .NET and C#, including debugging, bug fixing, and understanding application workflows.
- Strong SQL skills, including writing queries with joins and filters, data analysis, validation, and familiarity with safe bulk operations.
- Excellent troubleshooting and analytical problem-solving abilities.
- Strong sense of ownership and accountability for customer-impacting issues.
- Good written and verbal communication skills in English.
- Ability to work responsibly with production systems and follow change-management processes.
- Willingness to work from 4:00 AM to 1:00 PM PKT to support U.S. evening operations.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field, or equivalent experience.

Preferred Qualifications and Benefits
Experience contributing bug fixes in a production environment is advantageous, along with familiarity with REST APIs and debugging API-related issues. Exposure to CI/CD pipelines, code review processes, and ticketing systems such as Zendesk, Jira, or Freshdesk is a plus. Basic knowledge of cloud platforms, preferably Azure, and prior SaaS or customer-facing technical experience are also desirable.

We offer a competitive salary aligned with the Karachi market, paid time off, company holidays, and medical insurance coverage. This role provides real ownership of production issues and meaningful technical work, supported by mentorship from experienced engineers. Our team culture is collaborative and supportive, with clear career progression and a stable work schedule aligned with U.S. business hours. We are committed to your professional growth, offering hands-on experience, trust, and support to help you develop into a skilled engineer while making a tangible impact for our customers.

Job Skills