Application Support Engineer

About the role

PointOfIT is seeking a Business Application Support Engineer to join its Islamabad team. This customer‑facing position provides Level 1 and Level 2 support for CRM, ERP and eCommerce platforms, working night shifts aligned with Pacific Time.

Key responsibilities

• Deliver Level 1 and Level 2 support for CRM, ERP and eCommerce applications, troubleshooting issues and guiding customers.
• Communicate directly with customers to understand, diagnose, and resolve application problems, including workflow, integration and data errors.
• Conduct application and product demonstrations, explaining technical concepts in clear, non‑technical language.
• Collaborate with development, infrastructure, database and other technical teams on escalated incidents.
• Maintain accurate incident records, resolutions and customer interactions.

Required profile

• Minimum 2 years of experience in business application support or a similar role.
• Strong verbal and written communication skills with a customer‑focused attitude.
• Ability to work independently, manage multiple issues and operate within Pacific Time night‑shift hours.

Required skills

• Hands‑on experience with CRM, ERP and eCommerce platforms.
• Working knowledge of SQL for troubleshooting and data validation.
• Understanding of APIs, integrations and web‑based applications.
• Familiarity with ticketing/ITSM systems (preferred).