Technical Support Analyst, Level 3

Contour Software

Technical Support Analyst at Contour Software resolving complex technical issues for CIS/ERP Solutions. Engage in advanced troubleshooting and collaborate with R&D and customer support teams.

Posted 5/22/2026full-timeLahore • 🇵🇰 PakistanJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AzureERPSQL

About the role

Key responsibilities & impact

Act as Tier 3 escalation point for complex product, database, configuration, and integration issues
Perform structured root cause analysis across application, database, configuration, and infrastructure layers
Analyze and internalize customer-specific configurations (rate structures, billing parameters, financial mappings, permissions, and interfaces)
Reconstruct operational workflows from configuration and data patterns
Diagnose billing, meter reading, financial posting (GL/AP/AR), and interface anomalies
Troubleshoot and resolve product issues reported by clients within service agreement timeframes
Write and execute advanced SQL queries for investigation, validation, and safe data corrections
Validate defects and provide reproducible cases to R&D
Identify systemic trends and recurring technical issues
Assess data integrity risks and recommend corrective actions
Respond to support requests via phone, email, chat, and remote tools; interact with clients to address inquiries, concerns, and requests
Log and document all cases in the CRM
Collaborate with R&D on bug fixes, enhancements, and custom work requests
Participate in quarterly software upgrade rollouts
Create and maintain Knowledge Base articles
Document findings clearly for Support, Professional Services, R&D, and customers

Requirements

What you’ll need

2+ years of technical customer support experience preferred
Advanced SQL proficiency (complex joins, aggregations, casting, performance tuning, execution plans)
Strong understanding of relational databases and data integrity principles
Experience troubleshooting production ERP or CIS systems
Ability to analyze stored procedures, scheduled jobs, background services, and integrations
Solid knowledge of billing cycles, financial postings, and transactional workflows
Familiarity with Windows Server environments and basic networking concepts
Experience with VM environments (e.g., Microsoft Azure) is a plus
Excellent written and verbal communication skills (non-negotiable)
Ability to explain complex technical concepts clearly to non-technical users
Strong documentation skills
Effective collaboration with R&D, Professional Services, and Support teams
Ownership mindset with end-to-end accountability
Positive, results-oriented attitude
Ability to multi-task and meet deadlines in a fast-paced environment

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

advanced SQLroot cause analysisdata integritytroubleshootingbilling cyclesfinancial postingsrelational databasesstored proceduresscheduled jobsVM environments

Soft Skills

written communicationverbal communicationdocumentation skillscollaborationownership mindsetresults-oriented attitudemulti-taskingdeadline managementcustomer interactionproblem-solving