As a Technical Support Analyst, you will play a central role in ensuring client satisfaction by delivering skilled technical assistance for enterprise software solutions. You'll work directly with global customers to diagnose, analyze, and resolve complex technical issues using phone and email support channels, ensuring timely and accurate resolutions.
Key Responsibilities
- Deliver post-sales technical support for enterprise document and work management platforms
- Analyze, reproduce, and resolve software issues efficiently, escalating when necessary
- Act as a technical authority on complex system behaviors and configurations
- Maintain detailed records of all support cases and resolution steps in the case management system
- Provide after-hours support on a rotating on-call schedule
- Identify patterns in support requests to recommend process improvements or automation
- Share client insights to help shape better service delivery and product understanding
- Support internal teams with technical knowledge and troubleshooting guidance
Qualifications
Candidates should hold a postsecondary degree in Information Technology, Computer Science, or a related field, with more than three years of hands-on technical support experience. Proficiency in Windows operating systems, SQL Server administration or scripting, and remote collaboration tools is essential. Familiarity with change and release management processes is expected.
Preferred qualifications include certifications in iManage Work or Microsoft technologies, experience in legal sector environments, and exposure to accounting software platforms.
Technology Environment
The role operates within a modern enterprise stack including iManage Work, SQL Server, Windows OS, Microsoft Azure, MS Teams, and remote desktop and screen-sharing applications.
Work Environment & Benefits
This position is based in Karachi, Lahore, or Islamabad, with standard working hours from 9 AM to 5 PM Eastern Standard Time, including occasional weekend availability. The role offers a competitive salary, performance bonuses, and a comprehensive benefits package including medical coverage for employees and dependents, parental medical support, provident fund, life benefits, and child care services.
Additional perks include a home internet subsidy, conveyance allowance, profit sharing for tenured staff, meal provisions, recreational facilities, professional development funding, and opportunities for on-site training. The organization promotes a respectful, inclusive workplace that values diverse perspectives and provides accommodations for individuals with special needs.
