Technical Support Specialist / Engineer

Arez.io · India

Full-time | UK hours, approx. 11:00am - 8:00pm PKT

ABOUT US

We build Arez.io, an all-in-one facilities management and security compliance platform used by UK companies to manage jobs, subcontractors, worker compliance and audits in one place. Our customers include some of the best-known names in UK retail and leisure. The platform includes FieldIQ (worker and supplier compliance), Arez Operate (BS7858 vetting) and Arez Inspect.

We operate across three locations: London, Islamabad and the Philippines . This role sits in our Technical Support team in Islamabad .

ABOUT THE ROLE

As Arez grows and takes on larger customers, our support function has to grow with it. We are not building a team that receives a customer issue and passes it straight to Engineering. We want people who understand the product deeply, investigate problems properly, and own an issue until the customer has an answer. By the time something reaches our developers, they should receive a well-investigated issue with the evidence they need to act on it.

LEVELS

L1 - Technical Support Specialist is the learning level: you build strong Arez product knowledge and learn to investigate rather than simply report, with training, real cases and regular feedback, aiming to reach L2 within your first year. L2 - Technical Support Engineer is where most of the established team sits: owning customer issues independently, reproducing problems, reviewing data and logs, working with APIs and integrations, and correctly diagnosing configuration versus data versus software fault. L3 - Technical Support Manager is the leadership level, responsible for the team, support quality, escalations and SLAs; we intend to promote into it from within. We hire at L1 or L2 depending on what you can already do, not on how long you have been working, and moving up is about demonstrating readiness rather than serving time. Compensation for each level is discussed at the interview.

WHAT YOU'LL DO

• Support customers from onboarding through to confident everyday use of the platform.
• Act as the technical point of contact for customer product queries.
• Investigate and reproduce reported issues properly before escalating anything.
• Identify likely root causes and give customers practical workarounds where appropriate.
• Review data, logs, exports, permissions and integration behaviour to isolate what has gone wrong.
• Raise clear issue reports for Engineering – steps to reproduce, evidence, expected versus actual.
• Test fixes and critical customer workflows before and after each release.
• Write and maintain help articles, how-to guides and change notes using the product's exact UI terminology.
• Help customers with configuration, training and go-live activities.
• Turn recurring questions into product and documentation improvements.
  

WHAT WE'RE LOOKING FOR

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, IT or a closely related technical field, from an HEC-recognised university. This is a firm requirement.
• Around 1 year of professional experience, ideally customer-facing – technical support, service desk, implementation, QA, customer success or SaaS. Exceptional graduates will still be considered at L1.
• Excellent written and spoken English. You will write to UK customers daily and join calls with them.
• Curiosity and logical thinking – you want to know why something happened, not just report that it did.
• Solid understanding of how modern web applications work: roles, permissions, workflows, and data exports.
• Ownership. You follow a problem through to resolution rather than handing it on.
• Willing to work UK hours from our Islamabad office.
  

Preferred

• Any experience with SQL, log review, or QA and release testing.

YOUR FIRST 90 DAYS

Customers get quick, clear answers from you. You navigate Arez confidently and can explain its key workflows without help. Issues you log are reproduced and documented well enough for Engineering to act on immediately. You test fixes before customers hear about them. Help content is clearer and the same questions stop coming back. If you joined at L1, you are handling routine cases on your own and escalating the rest well, and building towards L2.

WHAT WE OFFER

Structured training and real cases from week one, a clear progression path, and direct exposure to UK enterprise customers and the leadership team. We want to hire people with potential and gives good people a route to progress quickly.

Requirements added by the job poster

Get structured training and work with real customer cases from week one.

Structured Training

Get structured training and work with real customer cases from week one.

Build your skills through a clear progression path from L1 Technical Support Specialist to L2 Technical Support Engineer and beyond.

Clear Progression

Build your skills through a clear progression path from L1 Technical Support Specialist to L2 Technical Support Engineer and beyond.

Gain direct exposure to UK enterprise customers and work closely with the leadership team.

Customer Exposure

Gain direct exposure to UK enterprise customers and work closely with the leadership team.

Own customer issues from investigation through resolution and make a direct impact on the customer experience.

Real Ownership

Own customer issues from investigation through resolution and make a direct impact on the customer experience.

Join a team that invests in potential and gives good people a route to progress quickly.