Application Support Engineer

About the job

Application Support Engineer

Location: Karachi, Pakistan

Job Type: Full-time, On-site only

Shift: Night Shift, 7:00 PM to 4:00 AM

Working Days: Monday to Friday

Company Description

CronySoft specializes in software solutions for the Retail and Wholesale Distribution industry. We build customized applications for POS, Backoffice, inventory, reporting, warehouse operations, loyalty, and retail store management.

Role Description

We are looking for an Application Support Engineer to provide support to USA-based customers for CronySoft’s software products.

The candidate will handle customer queries, troubleshoot application issues, provide remote support, document tickets, and coordinate with development or senior technical teams for escalations.

This is a customer-facing role, so strong English communication is mandatory.

Key Responsibilities

• Provide application and technical support through calls, chat, email, and tickets.
• Troubleshoot POS, Backoffice, inventory, reporting, and retail software issues.
• Provide remote support using TeamViewer, AnyDesk, RDP, or similar tools.
• Document issues clearly in the ticketing system.
• Escalate complex issues with proper details to senior support or development teams.
• Guide customers on product usage and best practices.
• Follow up on pending tickets and ensure timely resolution.
• Maintain a professional attitude while handling urgent or frustrated customers.

Requirements

• Strong English communication is mandatory.
• Must be confident in speaking with USA-based customers.
• Experience in Application Support, Technical Support, Software Support, POS Support, ERP Support, or IT Support.
• Good troubleshooting and problem-solving skills.
• Experience with ticketing systems such as Zoho, Zendesk, Jira, ServiceNow, HubSpot, or similar tools.
• Experience with remote support tools such as TeamViewer, AnyDesk, RDP, GoTo, or similar tools.
• Basic SQL/database knowledge will be a plus.
• POS, retail, inventory, ERP, or Backoffice support experience will be preferred.
• Must be available in Karachi, Pakistan.
• Must be willing to work on-site. This is not a remote job.
• Must be comfortable with night shift from 7:00 PM to 4:00 AM.

Communication Requirement

The candidate must be able to:

• Speak clear and professional English on customer calls.
• Write proper emails, ticket notes, and customer updates.
• Explain technical issues to non-technical customers.
• Handle angry or urgent customers calmly and professionally.

Candidates with weak spoken English will not be suitable for this role.

What We Offer

• Competitive salary
• Yearly festival bonus
• Performance-based bonus
• Paid leaves
• Structured product training
• Growth opportunity in an international customer support environment
• Professional and performance-driven workplace

How to Apply

Interested candidates may send their resume to: Recruiter@cronysoft.com

Please mention Application Support Engineer in the subject line.