Contour
Tech / AI / Software
ITSupportEngineer
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“IT Support Engineer at Contour. Skills: Tier 1 IT and security support, Monitoring and alert response, Ticket management, Customer engagement. Serve as the first point of contact for IT and security-related issues. Provide responsive Tier 1 IT and security support”
What You'll Achieve.
Deliver reliable, secure, and scalable technology solutions; Ensure every Andromeda employee has the support they need to do their best work; Resolves issues quickly and thoroughly, with empathy and clarity; Anticipates problems through proactive monitoring rather than waiting to react; Leaves every customer interaction better than they found it; Is fully present and engaged during EST business hours, collaborating in real time with the broader ASTRO team
Industry & Context.
Ability to investigate, troubleshoot, and resolve technical issues independently and systematically
Work in shifts, Schedule will rotate each quarter, Must be available to work during core Eastern Standard Time (EST) business hours, Ability to participate in a rotating on-call schedule, Ability to participate in a rotating on-call schedule to help ensure continuous coverage for Andromeda's operations, including outside standard EST business hours on occasion, Willingness and ability to adapt your work schedule to accommodate shifting business needs, urgent issues, or time-sensitive projects as required, Pakistan-based staff report to Asif Khan (Manager, Acquisition Integration and Pakistan IT Operations) for management, mentoring, and professional development, while receiving technical task direction from CSM Team leads and product owners
What They're Looking For.
Must Have
1–3 years of experience in an IT support, helpdesk, or service desk role, Solid foundation in Tier 1 troubleshooting across Windows endpoints, Microsoft 365, and common business applications, Experience with IT ticketing systems (e. g. , ServiceNow, Jira, Zendesk, or similar), Excellent English communication skills—both written and spoken—with a genuine passion for helping people, Ability to manage competing priorities in a fast-paced environment with professionalism and composure
Nice to Have
Serve as the first point of contact for IT and security-related issues across Andromeda, providing timely and empathetic support to all users, Diagnose and resolve hardware, software, connectivity, and account-related issues with a customer-first approach, Escalate complex or security-sensitive issues to Tier 2 teams (including ESPO) with clear, thorough documentation, Uphold and reinforce security best practices in every customer interaction, End-user support across mixed environments – Windows experience, with working knowledge of macOS (especially in Microsoft 365-heavy setups), Microsoft 365 core services – proficient in Outlook, Teams, OneDrive, SharePoint, and fundamental Azure AD/Entra concepts (users, groups, devices, MFA), Experience working with AI prompts and evaluating outcomes – ability to craft effective prompts, assess result quality, and apply outputs responsibly in a business or IT context
What You'll Do.
Serve as the first point of contact for IT and security-related issues
Provide responsive Tier 1 IT and security support
Monitor system alerts and signals
Own the end-to-end ticket lifecycle from creation through resolution
Diagnose and resolve hardware
and account-related issues
Escalate complex or security-sensitive issues
Uphold and reinforce security best practices
Respond promptly to triggered alerts
and triage incoming support tickets
Maintain accurate and up-to-date ticket documentation
Identify patterns in ticket volume or recurring issues
Proactively engage customers through outreach initiatives
approachable IT training and guidance to end users
How You'll Work.
Team & Collaboration
Collaborate in real time with colleagues and customers in North America; Escalate complex or security-sensitive issues to Tier 2 teams; Comfortable working within a diverse, geographically distributed team across multiple time zones and cultural contexts; Collaborating in real time with the broader ASTRO team
Communication Scope
Excellent English communication skills—both written and spoken; Excellent written and spoken English — the ability to communicate clearly and professionally in all customer interactions is essential and considered a primary competency for this role; Ability to convey technical information confidently and clearly in spoken English is essential; Communicate daily with North American colleagues and customers via ticketing systems, email, chat, and documentation; All written communications must be professional, clear, and precise — free of grammatical errors; Ability to communicate complex technical information in plain, user-friendly language, adapting tone and detail for both technical and non-technical audiences; Communicate in clear, professional English that instills confidence in every customer interaction
Process & Methodology
Ability to manage competing priorities in a fast-paced environment
Full Job Description
_**About Contour**_ [Contour Software](http://contour-software.com/) has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! **ABOUT THE TEAM** The Customer Support & Monitoring (CSM) Team is part of the Customer Success Operations (CSOT) group within ASTRO IT, Andromeda's enterprise IT function. Managed by Ryan Singh, this team is at the forefront of Andromeda's customer-first IT philosophy — delivering Tier 1 support, proactive monitoring, and meaningful customer engagement across the organization. The CSM Team operates with a service-oriented mindset, serving as a key touchpoint between Andromeda's IT capabilities and its business users. We believe every interaction is an opportunity to build trust, solve problems, and raise the bar for customer satisfaction. **ROLE OVERVIEW** As an IT Support Specialist on the CSM Team, you will be a frontline champion of the customer experience — supporting Andromeda employees across North America from Pakistan. You will provide respons
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