Solutions Engineer (Onsite, Islamabad, USD salary)

Requirements:

• BS degree in Computer Science, Software Engineering, Information Technology or any relevant field.
• 2-4 years of relevant work experience.
• Excellent written and verbal English communication skills for phone and email communication.
• Ability to quickly grasp a highly technical product to be able to provide support to users.
• Ability to provide step-by-step technical assistance, both in written and verbal forms.
• Ability to interact with Technical Users.
• Strong problem-solving skills with the ability to diagnose and troubleshoot basic technical issues.
• Solid understanding of web functionality and software products.
• Knowledge of REST APIs or SDKs is a must.
• Familiarity with help desk software (e.g., Zendesk) is a plus.
• Strong customer-centric mindset with the ability to simplify complex technical concepts and build lasting relationships.
• Excellent problem-solving skills with a proactive attitude and ability to learn and share technical knowledge effectively.

Responsibilities:

• Provide timely support to both technical and non-technical customers, responding promptly and accurately to their queries, feature requests, bug reports, etc., via email or chat applications.
• Use targeted questions to quickly understand the root of customer issues.
• Contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
• Take ownership of technical issues and queries, collaborating with relevant team members from engineering, sales, or marketing to resolve them.
• Prioritize and manage several open issues simultaneously, including proper recording, tracking, and resolution.
• Follow up with customers in a timely manner to inform them of bug fixes, feature releases, ensuring their satisfaction.
• Provide weekly/monthly reports on customer issues and their status.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• For more complex problems, communicate with clients over the phone or provide clear, written instructions and technical manuals until the issue is resolved.
• Assist in training or onboarding new customers.
• Resolve escalated customer complaints without the need for team lead intervention.
• Write support documentation, including onboarding guides, manuals, and other troubleshooting documents.