One of Horizon Tech North American Health care client is looking to transform the Fertility space. We are looking to support our customer in building digital products for their clinics and customers. 

We are on a mission to make a global impact on health care in North America and as we are growing rapidly, we are looking for Product Support Engineer to handle tech requests filed by end-users of a company's product or systems. You are responsible for troubleshooting and resolving product issues and readily suggest improvements, including customer features. You are comfortable developing solutions or pass the problem along to other engineering team members and provide users with progress updates.

We are very much focused on accuracy, attention to detail and timeliness as you seamlessly fit within our sprint process and agile methodology and finally, your eager to share your ideas and experiences to help continuously improve as an individual and help your team grow.

Must Haves:

• 1 to 2 years of experience in a SaaS product support or product management role.
  
• Bachelors or Masters degree in Computer Engineering, Computer Science, Information Systems, Systems Engineering, or equivalent experience.
  
• Strong communicator with excellent English fluency.
  
• Familiarity with Agile software development and SDLC practices.
  
• Good understanding of Scrum techniques and artifacts (e.g., user stories, backlog refinement, definition of done).
  
• Strong problem-solving and conflict-resolution skills.
  
• Excellent organizational abilities and attention to detail.
  
• Comfortable working independently and taking ownership of tasks.
  
• Collaborative mindset and ability to work cross-functionally.

Great to Have:                                                                                                            

• Knowledge of HTML5/CSS3, Bootstrap, Responsive Design, JavaScript, Selenium with Python & C# or PHP.
• Experience with FTP, SaaS, XML, Linux, STMP, and Cloud software and systems.

Responsibilities:

• Handle and resolve customer issues, escalating technical concerns to the product engineering team when needed.
  
• Work collaboratively with engineering, design, data, and security teams to communicate field feedback.
  
• Create and maintain technical documentation, service bulletins, and product support materials.
  
• Assist external users and customers during product onboarding, training sessions, and support processes.
  
• Participate in internal meetings to provide feedback on product usability, support challenges, and customer insights.
  
• Deliver training on product features and usage to internal teams and clients.
  
• Continuously gather user feedback to suggest product enhancements and improve customer satisfaction.

Other Details

• Work Days: Monday-Friday
• Work Timings: 12 am - 9 am PKT (Night shift). The role will be fully remote after the first month, with initial training to be done onsite.
• Office location: Off to Shahrah-e-Faisal, PECHS, Karachi