About the Role
NeeFox® is seeking a customer-focused and technically adept Technical Support Engineer to join our dedicated client success team in Lahore. You will be the first point of contact for our clients, acting as a trusted technical advisor and expert problem-solver. This role is essential for ensuring our clients have a seamless experience with our services, from troubleshooting complex website issues to providing clear and friendly guidance. If you love technology, enjoy helping people, and excel at demystifying technical challenges, you are the client hero we’re looking for.
A Day in the Life
As a Technical Support Engineer, you are on the front lines of client satisfaction. Your day might start by investigating a support ticket reporting a slow-loading client website. You’ll dive into server logs and browser developer tools to diagnose the root cause. After identifying a plugin conflict, you’ll collaborate with a developer to test and deploy a fix. Later, you could spend time writing a clear, step-by-step knowledge base article explaining how to configure a common feature. In the afternoon, you might hop on a call with a non-technical client, patiently walking them through a solution and ensuring they feel confident and supported.
Key Responsibilities
- Frontline Support: Act as the primary technical point of contact for all client inquiries via email, ticketing systems, and phone, providing timely and professional assistance.
- Troubleshooting & Resolution: Investigate, diagnose, and resolve a wide range of technical issues related to our web applications, CMS platforms (WordPress, Shopify), and hosting environments.
- Clear Communication: Communicate complex technical concepts in a simple and understandable way to clients with varying levels of technical expertise.
- Escalation Management: Meticulously document issues and escalate complex problems that require developer intervention, managing the communication loop with the client until the issue is fully resolved.
- Knowledge Creation: Contribute to our help center by creating and maintaining technical documentation, tutorials, and FAQs to empower clients to self-serve.
- Client Feedback Loop: Act as the voice of the customer by gathering feedback and reporting recurring issues to our product and development teams, contributing to long-term product improvements.
Key Responsibilities
Required (Must-Haves)
- 2+ years of experience in a technical support, application support, or a similar client-facing technical role.
- Strong understanding of web fundamentals, including HTML, CSS, and JavaScript.
- Hands-on experience supporting popular CMS platforms, particularly WordPress and/or Shopify.
- Exceptional problem-solving abilities and a logical, analytical approach to troubleshooting.
- Excellent written and verbal communication skills with a strong sense of empathy.
Preferred (Nice-to-Haves)
- Basic knowledge of PHP, SQL, or command-line interfaces.
- Experience using help desk software like Zendesk, Freshdesk, or Jira Service Desk.
- Familiarity with reading server and application error logs.
- Experience with web hosting control panels (cPanel, Plesk).
Why Join the NeeFox® Dream Team?
Be a Client Hero
You will be a vital part of our clients' success. The solutions you provide have a direct and positive impact every single day.
Grow Your Technical Skills
This role is a fantastic launchpad for a career in tech. You'll gain broad exposure to our entire technology stack with clear paths for growth into development, QA, or DevOps.
Supportive Team Environment
Join a collaborative and friendly team that values knowledge sharing and is always ready to help.
We offer a competitive salary, comprehensive health benefits, generous paid time off, and a positive work-life balance.
Ready to Lead the Charge?
We are excited to review your application.
- Lahore, Pakistan