Contour Software
Tech / AI / Software
SoftwareSupportConsultant(L2)
Neural analysis suggests this role is
optimal for Mid candidates.
“Software Support Consultant (L2) at Contour Software. Skills: technical application support, troubleshooting complex software and hardware issues, AI productivity transformation, data integrity analysis, Knowledge Base authoring. Provide high-level technical support, training, and troubleshooting. Ensure a professional and positive user experience for global manufacturing clients”
What You'll Achieve.
Ensuring high-speed engagement and customer satisfaction; Ensuring all tickets are resolved within established SLAs; Enhance team efficiency through AI tools; Ensuring customer data integrity
Industry & Context.
Troubleshoot complex software and hardware issues; Perform root-cause analysis on suspected bugs; Analyze business system databases to identify and correct data damage or inconsistency
Hybrid role (2-3 days in-office), Work Shift: 9:00 AM to 6:00 PM CET (1:00 PM to 10:00 PM Pakistan Time), Willing to work weekends if required by business needs
What They're Looking For.
Must Have
Minimum of 4-5+ years of experience in technical application support, Bachelor's degree (BSCS, IT, or Software Engineering) or equivalent high-level technical support experience, Outstanding command of English (verbal and written); professional presence and clarity are essential, Proficiency in software and operating system troubleshooting methodologies, Superior customer service skills with the ability to multi-task and meet strict deadlines under pressure
Nice to Have
Previous experience supporting manufacturing software, MES, IIoT platforms, or plant-floor applications is considered a significant asset, keen interest in AI productivity tools
What You'll Do.
Provide high-level technical support
Ensure a professional and positive user experience for global manufacturing clients
Troubleshoot complex software and hardware issues via phone
Ensure high-speed engagement and customer satisfaction
Proactively manage and monitor service requests in JIRA
Ensure all tickets are resolved within established SLAs
Actively contribute to AI-driven productivity transformation
and provide iterative feedback and testing on new AI tools
Perform root-cause analysis on suspected bugs
Conduct rigorous pre-release testing to confirm code resolutions
Analyze business system databases to identify and correct data damage or inconsistency
Ensure customer data integrity
Author and maintain Knowledge Base articles
How You'll Work.
Team & Collaboration
Communicate with the global team via MS Teams and Zoom to discuss complex problems and implement the best technical solutions; Maintain active availability on MS Teams and Zoom during your shift; Respond promptly to colleague inquiries; Provide status updates on open items; Participate in team syncs with camera on; Engage actively in collaborative problem-solving
Communication Scope
Excellent communication skills; Outstanding command of English (verbal and written); Professional presence and clarity are essential
Process & Methodology
Manage and monitor service requests in JIRA, Ensure all tickets are resolved within established SLAs
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! **The Division** Shoplogix is a fast-growing, autonomous organization delivering smart, cloud-based software solutions that improve operational performance for manufacturers worldwide. Our platform utilizes IIoT, AI, and Industry 4.0 technologies to drive plant-floor efficiency. We value curiosity, drive, transparency, and engagement as we build a world-class Smart Manufacturing vertical. Shoplogix is part of Contour Software, a subsidiary of Constellation Software Inc. (CSI), one of the largest enterprise software companies in the world with employees and customers in 100+ countries. **The Position** We are looking for a Software Support Consultant (L2) for our Lahore Office. This is a hybrid role (2-3 days in-office) for a career-oriented professional who thrives on accountability, possesses excellent communication skills, and remains highly organize
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