Lead Technical Support Engineer – Empower Global Customer Success in 2025
A career-defining opportunity awaits as a Lead Technical Support Engineer — a key role where technology meets customer excellence. In this position, you’ll be responsible for leading a team of support engineers, resolving complex technical issues, and delivering world-class service to global clients. If you’re passionate about problem-solving, mentoring teams, and optimizing support operations, this position offers the perfect balance of leadership and hands-on engagement.
🧭 Job Overview
| Attribute | Details |
|---|---|
| Location | Remote (Open to candidates in Pakistan) |
| Hiring Organization | Leading SaaS/Tech Company |
| Salary Range | 300,000 – 500,000 PKR/month |
| Category | Technical Support / IT |
| Job Type | Full-Time (Contract or Permanent) |
| Qualification | BS/MS in Computer Science, IT, or Engineering |
| Working Hours | 40 hours/week (Rotational shifts, international timezone support) |
| Contract Type | Full-Time / Contract-Based |
| Release Date | 1 July 2025 |
| Last Date to Apply | 20 July 2025 |
🛠️ Job Description & Responsibilities
Position Title: Lead Technical Support Engineer
Key Responsibilities:
- Lead and mentor a team of support engineers handling customer escalations
- Troubleshoot technical issues involving APIs, integrations, system performance, and infrastructure
- Establish and improve SOPs for faster resolution and customer satisfaction
- Act as a liaison between support, product, and engineering teams
- Analyze support trends and contribute to bug tracking and root-cause analysis
- Assist with onboarding and training of new support staff
- Contribute to documentation, knowledge base, and self-service resources
📘 Educational Qualifications & Skills
- BS or MS in Computer Science, Information Technology, or related field
- 5+ years of experience in technical support, with at least 2 years in a lead role
- Strong knowledge of Linux/Unix, cloud platforms (AWS/GCP), APIs, and databases (MySQL/PostgreSQL)
- Familiarity with ticketing systems (Zendesk, Freshdesk, JIRA)
- Excellent problem-solving, analytical, and communication skills
- Ability to lead teams and manage performance metrics (SLAs, CSAT, etc.)
- Scripting (Python/Bash) and experience in SaaS environments is a plus
📂 Eligibility Criteria
- Pakistani citizenship or work eligibility in Pakistan
- Strong command of English (written and spoken)
- Ability to work in a fully remote environment
- No criminal record and a positive professional reference
- Reliable internet and modern IT equipment for virtual collaboration
📝 Documents Required
- Updated Resume/CV
- Valid CNIC copy
- Degree & Experience Certificates
- One professional reference (preferred)
- Portfolio of past technical projects or achievements (optional)
⏳ Age Limit
| Role Category | Age Limit |
|---|---|
| Lead Engineer | 27 – 45 Years |
💼 Perks & Benefits
- Competitive salary and performance-based bonuses
- Global work exposure with international clients
- Paid training and certification support
- Flexible hours and work-from-home allowance
- Career growth into support management or product roles
🚀 Application Process
- Submit application via the company portal or designated email
- Technical screening and problem-solving round
- Panel interview with support leadership
- Final offer and onboarding process
🔗 Contact Details
| Contact Method | Details |
|---|---|
| hr@yourcompany.com | |
| Website | www.yourcompany.com |
| Support Line | +92-XXX-XXXXXXX |
💡 Why Apply?
This is more than just a support role — it’s about owning the customer experience, influencing internal systems, and leading a high-performance team that solves real-world tech problems. Join the support revolution, where your technical insight directly drives global customer success.