67 l3 Support jobs in Pakistan

We are looking to hire Application Support Analysts (L2), with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical telephone applications support to our customers. This will involve answering complex questions on the function and usage of our products, troubleshooting, and resolving issues with the software, and making the necessary configuration changes to ensure products continue to meet our customers' needs.

Application Support Analyst (Accounting) page is loadedApplication Support Analyst (Accounting) Apply locations PER - Karachi, PK time type Full time posted on Posted Today job requisition id R45261

About Contour

Contour Software 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
Constellation Home Builder Systems (CHS) is the leading software vendor exclusively focused on the homebuilding industry. It is North America's fastest growing and most successful provider of fully integrated construction information management solutions for homebuilders.
Our parent company is Constellation Software Inc. (CSI), a well-capitalized, publicly traded Canadian software company that specializes in vertical market software ( We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a large organization.

THE POSITION
We are looking to hire an Application Support Analyst, with good Accounting/Bookkeeping skills with exceptional verbal and written communication skills, successful candidate would work from the Contour-Karachi office.

RESPONSIBILITIES

• Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management

• Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.

• Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal/external team

• Attends and participates in Team meetings

• Attends CHS product training, as required

• Makes recommendations to address problems, improve service and provide improved support

• Develops frequently asked questions (FAQ) documentation

REQUIRED SKILLS

• University degree in Accounting or related fields

• Some Experience of working on software support would be an asset (preferably with international customers)

• Industry experience residential/commercial construction, property management, real estate management concepts/methodologies and general accounting practices

• Proficient in MS Windows applications

• Excellent communication skills with clients at all levels

• An aptitude for caring for Customers

• Must have the analytical ability to resolve customer issues

• Comfortable managing conflicting demands

• Excellent interpersonal skills (verbal and written)

• Positive team attitude and ability to adapt to a fast-pace environment

Work Timings :

• Willing to work weekends (If Needed)

• Monday to Friday 8 AM to 5 PM EST (5 PM to 2 AM Pakistan Standard Time)

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan (Tenured Employees Only)

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

As a subsidiary of CSI, Contour Software serves as a dedicated Global Centre, currently housing employees and teams for more than 150 Divisional and Corporate departments. Contour employees are key players in implementing, supporting, extending, enhancing, and renewing enterprise systems that run thousands of medium and large businesses, as well as public institutions, globally!

Join to apply for the Application Support Analyst (Accounting) role at Contour Software .

Contour Software 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 part of a global enterprise software conglomerate, one of the top 10 software companies worldwide, serving over 100 countries with diverse enterprise solutions.

Our global offices in Karachi, Lahore, and Islamabad support CSI divisions worldwide, spanning from Sydney to Vancouver. We are part of Constellation Home Builder Systems (CHS), North America's leading homebuilding industry software vendor.

We seek an Application Support Analyst with strong accounting and bookkeeping skills, excellent communication, and customer service abilities, to work from our Karachi office.

• Act as the primary contact for clients, ensuring high customer satisfaction and relationship management.
• Resolve user issues related to configuration, troubleshooting, and software installation.
• Meet service levels for unresolved issues, reassign tickets as needed.
• Participate in team meetings and product training.
• Recommend improvements to support processes.
• Create FAQ documentation.

• Degree in Accounting or related field.
• Experience in software support, preferably with international clients.
• Knowledge of residential/commercial construction, property management, real estate, and accounting practices.
• Proficiency in MS Windows applications.
• Excellent communication and interpersonal skills.
• Customer-oriented with analytical problem-solving skills.
• Ability to manage conflicting demands and adapt quickly.

• Monday to Friday, 8 AM to 5 PM EST (5 PM to 2 AM PKT). Willing to work weekends if needed.

• Competitive salary, medical coverage, provident fund, bonuses, internet subsidy, conveyance allowance, profit sharing, life benefits, childcare, meals, professional development, recreational facilities, training opportunities, friendly environment, leave encashment.

We value diversity and are committed to an inclusive work environment. Reasonable accommodations are provided for individuals with special needs. Qualified candidates are encouraged to apply.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting

Position Overview

We are looking for an experienced and proactive leader to spearhead our L1 Application Support division for AI/ML-enabled data science platforms catering to clients in the US and EU. In this strategic role, you will Lead and Manage the high-performing support team responsible for diagnostic sessions, log analysis, troubleshooting application and configuration-level issues, and ensuring disciplined issue documentation and customer communication. You will maintain SLA compliance, lead structured escalations to higher-level engineering teams, and drive continuous improvement through knowledge base development. The ideal candidate combines strong technical expertise, customer empathy, and disciplined problem management using internal tools. This leadership role includes hands-on operational oversight, global shift coordination, and regular performance reporting to ensure effective support delivery around the clock.

Responsibilities

Serve as the senior escalation point for the L1 Application Support team, ensuring timely resolution of high priority or escalated issues.

Lead, mentor, and manage an L1 support team (minimum 5 staff), overseeing daily operations, scheduling shifts, and assigning case responsibilities.

Oversee first-line support for complex data science applications, covering API integrations, model outputs, workflow errors, system configurations, and SQL-related issues.

Own knowledge base development, ensuring consistent, accurate documentation and team training to minimize recurrence of known issues.

Maintain SLA compliance across international time zones, ensuring structured escalations to L2/L3 engineering where required.

Coordinate with global support teams to ensure 24/7 coverage; review handover across shifts and maintain continuity in support delivery.

Monitor and report on support team performance metrics (e.g., ticket volume, resolution time, SLA breach rate); lead post-incident reviews and drive process improvements.

Communicate with cross-functional stakeholders including clients, product, engineering, and operations to escalate issues, share trend insights, and manage client expectations.

Required Qualifications

Bachelor’s or Master’s degree in Computer Science, IT, or related field.

Minimum 7+ years of experience in application or technical support, with at least 2–3 years in a leadership role

Proven experience with ticketing tools (e.g. JIRA, Zendesk), SQL, REST APIs, log analysis, and documentation.

Strong communication skills, customer empathy, and ability to manage across regions and time zones.

Familiarity with cloud environments (AWS, GCP, Azure) and scripting (e.g. Python, Bash) is a plus.

Exposure to monitoring tools like Datadog, Airflow, Jupyter.

ITIL certification or experience with ITSM processes.

Experience working in AI/ML-intensive SaaS or data-heavy platforms.

What We Have For You

Great compensation package, provident fund, paid leaves, EOBI, medical benefits for you and your family, free lunch, Annual performance-tied increments & performance recognition awards and a great lean and agile work culture!

Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals!

• Assist in reviewing and resolving software issues escalated from the L2 support team.
• Work with product development and testing teams to report bugs and suggest improvements based on stakeholder feedback.
• Coordinate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to track and follow up on reported production issues.
• Maintain records of reported issues, root cause analyses, and impacted transactions for documentation and reporting purposes.
• Develop knowledge of PSW software applications and stay updated on new releases.
• Perform tasks assigned by the line manager to enhance software support functions.
• Support the monitoring of production incidents and assist in identifying trends to help prevent future issues.

• Must have higher secondary school certificate (HSC) , along with associate diploma (3 Years) in information technology OR 16 years of education in computer science, computer engineering or equivalent discipline.
• 1-2 years of relevant experience.
• Proficient in SQL query writing.
• Experience with reading and analysing logs from various sources, including tools like Serilog and Splunk or similar tools.
• Basic understanding of microservices architecture principles, architectural challenges & logging issues.
• Basic knowledge of Queue services such as RabbitMQ or similar queue management tools.
• Should have familiarity with C# and JavaScript code to recognize fundamental issues.
• Strong communication skills, with the ability to communicate technical information to both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
• Experience with support tools and technologies, such as ticketing systems, CRM software, and remote support tools.
• Knowledge of software development methodologies and the software development lifecycle.
• Ability to work in a fast-paced, dynamic environment, and adapt to changing priorities and requirements.
• Strong interpersonal skills and problem-solving abilities to work with cross-functional teams.

• Competitive salary
• Fuel Card
• Health benefits
• Professional development opportunities
• Inclusive work culture & much more

Position Overview

We are seeking a proactive and technically competent individual to join our team as an L1 Application Support Engineer. This role is critical in delivering first-line support for complex, AI/ML-enabled data science platforms serving clients across the US and EU markets. The candidate will operate in a shift-based support model and act as a key liaison between customers and engineering teams, ensuring timely resolution, detailed follow-ups, and structured escalation for technical issues.

You will manage diagnostic sessions, analyze log files, troubleshoot application and configuration-level issues, and ensure effective communication and documentation. Success in this role requires a strong technical mindset, customer empathy, and a disciplined approach to problem management using internal tools and knowledge bases.

Key Responsibilities

Act as the first point of contact for customers seeking technical assistance via phone, email, or chat across international time zones

Deliver first-line support for complex data science applications, covering API integrations, model outputs, workflow issues, and system configurations.

Organize and lead diagnostic sessions to gather logs, environment details, and reproducible error conditions.

Use internal Knowledge Base (KBDB) to provide resolutions for known issues and support recurrence management.

Create, manage, and update support tickets with detailed documentation of symptoms, diagnostics performed, and resolution steps.

Maintain SLA compliance and perform structured escalation of unresolved, critical, or complex cases to L2 and L3 engineering teams.

Coordinate across shifts and global teams to ensure continuity of support and closure of issues across time zones.

Troubleshoot SQL-based issues, configurations, and data inconsistencies.

Support onboarding and implementation activities, including product configuration, API certification, and environment validation.

Document new or updated troubleshooting procedures and contribute to continuous improvement of support documentation.

Monitor trends in issues to proactively raise patterns and feedback to product/engineering teams.

Required Skills & Qualifications

Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related technical field.

1–3 years of experience in L1 technical support or application support, preferably for SaaS, AI/ML, or data-heavy platforms.

Strong SQL knowledge for database queries and data validation.

Understanding of REST APIs, JSON payloads, and web service interaction patterns.

Experience using ticketing and project management tools (e.g., JIRA, OTRS, Zendesk).

Familiarity with log analysis, basic command-line tools, and remote troubleshooting procedures.

Excellent verbal and written communication skills with strong follow-up and customer handling experience across geographies.

Strong problem-solving skills with a customer-first mindset.

Ability to work in a 24/7 rotational shift environment.

Exposure to cloud environments (AWS, GCP, Azure) and scripting (e.g., Python, Bash) is a plus.

Preferred (Nice to Have) Understanding of ML model outputs, pipeline errors, or data processing workflows.

Familiarity with tools like Jupyter, Airflow, Datadog, or other monitoring/logging platforms.

Ability to contribute to knowledge base development and continual improvement of support playbooks.

What We Have For You

Great compensation package, provident fund, paid leaves, EOBI, medical benefits for you and your family, free lunch, Annual performance-tied increments & performance recognition awards and a great lean and agile work culture!

Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals!

• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features
• Promote best practices in software support and encourage continuous improvement and learning within the team
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction
  
  

• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features
• Promote best practices in software support and encourage continuous improvement and learning within the team
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction
  
  

• 6+ years of experience in leading technical support teams, managing escalations, driving root cause analysis, and implementing process improvements in high-availability software environments.
• Must have higher secondary school certificate (HSC), along with associate diploma (3 Years) in information technology or Bachelor of Computer Science, computer engineering or equivalent discipline
• Proficient in SQL query writing
• Experience with reading and analyzing logs from various sources, including tools like Serilog and Splunk or similar tools
• Basic understanding of microservices architecture principles, architectural challenges & logging issues
• Basic knowledge of Queue services such as RabbitMQ or similar queue management tools
• Should have familiarity with C# and JavaScript code to recognize fundamental issues
• Strong communication skills, with the ability to communicate technical information to both technical and non-technical stakeholders
• Strong analytical and problem-solving skills, capable of diagnosing and resolving complex technical issues effectively
• Hands on Experience with support tools and technologies, such as ticketing systems, CRM software, and remote support tools
• Solid understanding of software development methodologies and the software development lifecycle (SDLC)
• Strong interpersonal, written, and verbal communication skills, with a demonstrated commitment to fostering inclusivity and respect within teams
• The ability to work comfortably in a fast-paced, deadline-oriented, agile environment, while promoting a culture of equity and support
• Self-motivated, quick learner, and responsive team player with solid leadership, problem-solving, debugging, and analytical skills
  
  

• Competitive salary
• Fuel Card
• Health benefits
• Professional development opportunities
• Inclusive work culture & much more

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

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• Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication.
• Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions.
• Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement.
• Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently.
• Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification.
• Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions.
• Analyze transactional system databases after release deployments to identify any data inconsistencies or damage.
• Plan and execute corrective actions while ensuring full data integrity is restored and maintained.
• Maintain a centralized repository of reported issues, root cause analyses, and affected transactions.
• Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution.
• Prepare and publish monthly software defects and support performance reports for relevant stakeholders.
• Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features.
• Promote best practices in software support and encourage continuous improvement and learning within the team.
• Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities.
• Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function.
• Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction.