Product Support Engineer

About the role

PostEx, a logistics and FinTech company offering courier, Cash on Delivery and financial solutions to e-commerce businesses, is hiring a Product Support Engineer in Lahore. The role is hybrid and combines product operations, technical support and customer-facing work. It suits someone with 1-2 years of experience who can keep product operations running smoothly, troubleshoot technical issues, support customers and help improve product performance.

Key responsibilities

• Provide technical support to customers and resolve product-related issues
• Troubleshoot technical problems and coordinate with product and engineering teams for timely resolutions
• Assist in product lifecycle activities, including updates, releases and deployments
• Create and maintain product documentation, user guides, FAQs and support resources
• Act as a liaison between customers, product and engineering teams to address issues and prioritize features
• Monitor product performance and proactively identify and resolve technical issues
• Track and analyze customer feedback and support trends to find improvement opportunities
• Support the implementation and maintenance of internal product management systems and tools
• Train and guide internal teams and customers on new features and product updates
• Monitor data flows, resolve integration issues and improve support processes and workflows

Required profile

• Bachelor's degree in Computer Science, Software Engineering or a related field
• 1-2 years of experience in product operations, technical support or customer-facing technical roles
• Strong understanding of software, APIs, data integrations and technical troubleshooting
• Excellent written and verbal communication skills
• Ability to explain complex technical issues simply
• Strong collaboration, attention to detail, problem-solving and multitasking skills
• Basic understanding of product management processes and Agile is a plus

Required skills

• Experience with support and operations tools such as Jira, Zendesk or similar platforms
• Desired: experience in logistics, FinTech, SaaS, APIs or software-based products
• Desired: product documentation and knowledge base creation