Support Engineer I (Entry-Level)

About the role

We are a fast‑growing SaaS company looking for a Support Engineer I to join our Karachi team. The role supports U.S. evening hours, working 4:00 AM‑1:00 PM PKT, and involves troubleshooting, code fixes, and data corrections for production‑impacting issues.

Key responsibilities

• Partner with Support Specialists to investigate, troubleshoot, fix, and resolve customer‑reported technical issues.
• Diagnose root causes by analyzing application behavior, logs, and data.
• Implement code fixes in .NET‑based applications for well‑scoped, low‑to‑medium complexity issues, following established development and deployment processes.
• Write and execute SQL queries, including safe bulk updates/inserts, to correct data issues when required.
• Reproduce issues in lower environments and validate fixes before deployment.
• Own assigned support cases end‑to‑end, ensuring timely communication, proper resolution, and post‑fix validation.
• Escalate complex or high‑risk issues to senior engineers with clear analysis and proposed solutions.
• Collaborate with engineering and QA teams to ensure fixes are properly tested and released.
• Document fixes, root causes, and preventive steps in internal knowledge bases.
• Participate in shift handovers to ensure continuity across time zones.

Required profile

• 0‑2 years of professional experience in technical support, application support, or software engineering.
• Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent experience).
• Strong written and verbal communication skills in English.
• Ability to work responsibly with production systems and follow change‑management processes.
• Willingness to work the required shift (4:00 AM‑1:00 PM PKT) to support U.S. evening operations.

Required skills

• .NET / C# development and debugging
• SQL query writing, including joins, filters, and safe bulk operations
• Data analysis and validation
• Troubleshooting and analytical problem‑solving
• Experience with code fixes in a production environment (nice to have)