Job Description Overview:

Position: Technical Support Specialist

Industry: IT

Location: Lahore (Onsite)

Shifts: US shift timings (5 Days a Week)

Employment Type: Full-time

Salary: Market Competitive with benefits

Job description:

The Support Specialist will act as a first-level responder and trusted guide for the clients AI customers,helpingthemonboard,interpretdetectionresults,andtroubleshootingissues.Thisrole iscriticalforclientsatisfaction,productadoption,andensuringthatthe clients deep fake detection output is actionable, comprehensible, and integrated into customer workflows.

Core Responsibilities:

Client Onboarding: Walk enterprise customers through the clients platform, API integration (for detection), and dashboard UI (if applicable). Provide best-practice recommendationsforhowtofeedmediaintooursystemsecurely,howtointerpret detection confidence scores, and how to act on results

Ticket Handling/Trouble shooting: Address client-reported issuese.g.,my video result is wrong, latency is high, I dont understand this confidence score by diagnosing, replicating, and escalating appropriately

Issue Replication & Escalation: Reproduce client problems in a sandbox or test environmentwhenpossible;escalatetotheengineeringordatascienceteamwhenroot causes are complex

Logs&Reporting:Maintainpreciselogsofclientinteractions,stepstaken,outcomes, and diagnostic data

KnowledgeBaseDevelopment:Buildandmaintainuser-facingdocumentation:FAQs, setup guides, integration docs, and sample workflows

Feedback Loop: Provide systematic feedback from support into QA and product teamshighlightrecurringclientpainpoints,detectionmisalignments,andusability issues

Regular Check-ins: Perform routine system health checks (or coordinate with operations),pre-emptivelyflagpotentialanomalies,andproactivelycommunicatewith clients about system status or performance

Key Deliverables:

Timely, professional responses to support tickets

Diagnostic summaries and resolution documentation

Onboarding guides and user documentation

Monthly or quarterly support analytics(e.g., volume by issue type ,resolution times, recurring problem areas)

Customer satisfaction feedback reports/client health check-ins

Ideal Traits & Skills Technical Support Specialist Technical Competencies:

Strong technical literacy comfortable understanding AI model outputs(e.g., detection confidence, false positives), API logs, and media formats

Experience in SaaS support or help desk environments (Zendesk, Jira, Fresh desk, etc.)

Capabilitytofollowstructureddiagnosticstepsandreconstructissuesusinglimitedclient information

Behavioral & Cognitive Traits:

Excellentwrittenandverbalcommunication.Cantranslatetechnicaldetectionsinto clear, actionable advice for non-technical stakeholders

Empathy+patienceespeciallygiventhatclientsmaybealarmedaboutdeepfake risks and want reassurance and clarity

Proactiveproblem-solvingdoesn'tjustcloseticketsbutseeksrootcauses,trends, and latent issues

Organizational skills able to manage multiple open cases, follow up, track resolutions, and escalate properly

Professional Attributes:

Customer-firstmentality,withahighsenseofownershipoverclientsatisfaction

Integrity and discretion dealing with potentially sensitive detection reports means maintaining confidentiality and trust

Reliability and consistency follow-through on escalations, and ensure issues are not dropped

Alignment with the clients mission believing in the importance of trust in the digital age and wanting to support a world where synthetic media risk is mitigated