Support Engineer

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division:

Recognized by Gartner as a "Vendor to Watch, CAKE (a division of Constellation Software Inc.) acquired TUNE. TUNE makes the industry’s most flexible SaaS platform for managing marketing partnerships across mobile and web. On one platform, you can maximize ROI from onboarding through payout with your most important partners - affiliates, networks, influencers, agencies, and any other business development relationships.

Mission:

Our mission is to provide exceptional support experiences that build trust and loyalty with our customers. We strive to understand our customers' needs and provide personalized solutions in a timely and efficient manner. We are committed to continuous improvement, empowering our team members, and fostering a culture of empathy, accountability, and innovation.

The Position

We are looking to hire a Support Engineer who will engage with Client Success, Technical Support teams to bring resolution to reported issues within the TUNE platform. You will work within the support ticketing system to track and report on diagnosis and resolution to platform defects. The Technical Support Analyst will take personal responsibility for the success of new and existing client relationships and make them her or his own. This role involves working closely with both customers and support staff to identify root causes, develop solutions, and provide timely and effective resolution to issues. The successful candidate will be passionate about great client service, understand industry principles and have strong technical acumen, must be personable, professional, reasonable, mature, and responsible.

The role is responsible for providing technical support to internal/external clients regarding our SAAS product by way of phone, email, ticketing system and chat. The candidates will work out of the Contour Software Offices, working as part of the resource-center team, as an extension of the onshore team.

Division Link https://www.tune.com/

Outcomes:

• Improved customer satisfaction: The primary goal of an escalation team is to ensure that complex customer issues are resolved in a timely and effective manner. By successfully managing and resolving these issues, an escalation team can help to improve customer satisfaction and loyalty.

• Reduced escalations: An effective escalation team will develop and implement processes and procedures to reduce the number of escalations from frontline support teams. This can help to improve efficiency and reduce costs for the organization.

• Enhanced product and service quality: By identifying and resolving complex issues, an escalation team can help to improve the quality of products and services offered by the organization. This can lead to increased customer satisfaction, loyalty, and retention.

• Improved communication and collaboration: An escalation team must work closely with both customers and support staff to effectively manage and resolve complex issues. By fostering open communication and collaboration, an escalation team can help to improve relationships and build trust between these groups.

• Increased team efficiency and effectiveness: An escalation team must be able to quickly and effectively resolve complex issues, which requires strong technical skills, problem-solving abilities, and communication skills. By developing these skills and optimizing processes, an escalation team can increase their efficiency and effectiveness.

• High customer satisfaction: Ensuring that your customers are happy and satisfied with the support they receive is a critical outcome for any customer support leader. This can be measured through metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES).

• Positive brand perception: Your team's interactions with customers can have a significant impact on how your brand is perceived.

Job Responsibilities:

• Independently diagnoses and resolves complex technical issues requiring advanced knowledge in system architecture, database troubleshooting, API integration, and network connectivity, exercising professional judgment to determine root causes and solution approaches on matters where standard troubleshooting procedures are insufficient.

• Primary responsibility is performing advanced technical problem-solving and analysis, including creating technical documentation and troubleshooting guides that require specialized knowledge, not assisting other support staff or performing routine Tier 1 functions.

• Develops and maintains technical knowledge through ongoing specialized training in emerging technologies and industry standards, demonstrating mastery of advanced technical concepts that distinguish this role from entry-level support.

• Provide technical support to customers via phone, email, or chat, resolving advanced technical issues related to hardware, software, and network connectivity.

• Collaborate with other technical support teams to escalate and resolve complex issues that cannot be resolved by Tier 2 support.

• Document and track customer issues, ensuring that all relevant information is recorded accurately in the company's customer support software.

• Develop and maintain technical documentation, troubleshooting guides, and other resources to assist Tier 1 support in resolving common issues.

• Continuously improve technical knowledge and skills through ongoing training and development, staying up-to-date with the latest technologies and industry trends.

• Managing and prioritizing escalated customer issues

• Communicating and adhering to new procedures, policies and goals.

Competencies:

• Technical expertise: A technical support Tier 2 representative must have a deep understanding of the products, services, and systems they support. They must be able to troubleshoot complex technical issues, identify root causes, and develop effective solutions.

• Customer service orientation: A technical support Tier 2 representative must have a strong customer service orientation, with a focus on providing exceptional support experiences. They must be able to empathize with customers and understand their needs, while also advocating for the needs of the organization.

• Communication skills: A technical support Tier 2 representative must have excellent communication skills, both verbal and written. They must be able to clearly explain technical issues to both technical and non-technical stakeholders, and be able to provide regular updates on issue resolution progress.

• Problem-solving skills: A technical support Tier 2 representative must be able to think critically and creatively to solve complex customer issues. They must be able to analyze data, identify trends, and develop innovative solutions to address underlying problems.

• Analytical skills: A technical support Tier 2 representative must have strong analytical skills, with the ability to analyze data and provide insights into key trends and performance metrics. They must also be able to develop clear and concise reports to share with stakeholders.

• Teamwork and collaboration: A technical support Tier 2 representative must be able to work collaboratively with other technical support teams to escalate and resolve complex issues that cannot be resolved by Tier 2 support alone.

• Time management: A technical support Tier 2 representative must be able to prioritize and manage their workload effectively, ensuring that customer issues are resolved in a timely and efficient manner.

• Adaptability: A technical support Tier 2 representative must be able to adapt quickly to changing technologies, customer needs, and business requirements.

Preferred Competency Requirements:

• Ability to work with minimal supervision

• Team player with good interpersonal skills

• Performance (Digital) Marketing experience

• Work ethic

• High standards

• Listening skills

• Openness to criticism and ideas

• Communication

Qualifications [Minimum required Education and Experience]:

• 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.

• Patience and empathy: Dealing with frustrated or upset customers is a common part of the job, so technical support representatives must have the ability to remain calm and empathetic, even in challenging situations.

Work Shift Timings:

• 6 PM to 3 AM Pacific Time ( 6 AM to 3 PM Pakistan Time)

Exciting Benefits we offer:

• 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
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.