Albi (albiware.com) a fast-growing SaaS company on a mission to propel the restoration industry forward by empowering restoration companies with the technology they need to scale and grow their businesses.
As our customer base continues to grow, we are expanding our global support organization to ensure customers receive reliable, timely, and high-quality technical support.
We are looking for a Support Engineer to join our Karachi-based team. This is an entry-level engineering role that works closely with Support Specialists and senior engineers to troubleshoot, fix, and resolve customer issues. You will work directly on production-impacting problems, contributing code fixes, data corrections, and configuration changes under established processes and guidance.
This position supports U.S. business hours, from 9 am to 5 pm Central Standard Time.
Key Responsibilities- Partner with Support Specialists to investigate, troubleshoot, fix, and resolve customer-reported technical issues.
- Diagnose root causes by analyzing application behavior, logs, and data.
- Implement code fixes in .NET-based applications for well-scoped, low-to-medium complexity issues, following established development and deployment processes.
- Write and execute SQL queries, including safe bulk operations (updates/inserts) to correct data issues when required.
- Reproduce issues in lower environments and validate fixes before deployment.
- Own assigned support cases end-to-end, ensuring timely communication, proper resolution, and post-fix validation.
- Escalate complex or high-risk issues to senior engineers with clear analysis and proposed solutions.
- Collaborate with engineering and QA teams to ensure fixes are properly tested and released.
- Document fixes, root causes, and preventive steps in internal knowledge bases.
- Participate in shift handovers to ensure continuity across time zones.
- Continuously build technical expertise in the product, platform, and support tooling.
Requirements
- 2+years of professional experience in technical support, application support, or software engineering.
- Working knowledge of .NET / C#, including debugging, fixing bugs, and understanding application flow.
- Strong SQL skills, including:
- Writing queries with joins and filters
- Data analysis and validation
- Experience or exposure to bulk operations with attention to safety and data integrity
- Solid troubleshooting and analytical problem-solving skills.
- Strong sense of ownership and accountability for customer-impacting issues.
- Good written and verbal communication skills in English.
- Ability to work responsibly with production systems and follow change-management processes.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent experience).
- Experience contributing bug fixes in a production environment.
- Familiarity with REST APIs and debugging API-related issues.
- Exposure to CI/CD pipelines and code review processes.
- Experience with ticketing systems (Zendesk, Jira, Freshdesk).
- Basic understanding of cloud platforms (Azure preferred).
- Prior SaaS or customer-facing technical experience.
Benefits
We’re driven by purpose, fueled by high energy, and committed to helping our people grow.
We offer:
- Competitive salary aligned with the Karachi market
- Paid time off and company holidays
- Medical insurance coverage
- Real ownership of production issues and meaningful technical work
- Mentorship from experienced engineers
- Clear career progression
- Supportive, collaborative team culture
- Stable work schedule aligned with U.S. business needs
Your growth matters to us. We provide hands-on experience, trust, and support to help you develop into a strong engineer while making a real impact for our customers.
Skills Required
- 0-2 years professional experience in technical support, application support, or software engineering.
- Working knowledge of .NET / C# including debugging and fixing bugs.
- Strong SQL skills: joins, filters, data analysis, validation, and safe bulk operations.
- Solid troubleshooting and analytical problem-solving skills.
- Strong sense of ownership and accountability for customer-impacting issues.
- Good written and verbal English communication skills.
- Ability to work responsibly with production systems and follow change-management processes.
- Willingness to work 4:00 AM - 1:00 PM PKT (U.S. evening hours shift).
- Bachelor's degree in Computer Science, Software Engineering, or related field, or equivalent experience.
- Experience contributing bug fixes in a production environment.
- Familiarity with REST APIs and debugging API-related issues.
- Exposure to CI/CD pipelines and code review processes.
- Experience with ticketing systems (Zendesk, Jira, Freshdesk).
- Basic understanding of cloud platforms (Azure preferred).
- Prior SaaS or customer-facing technical experience.
Albi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Albi and has not been reviewed or approved by Albi.
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Healthcare Strength — Healthcare coverage is described as robust, including employer-paid employee premiums on a Gold medical plan plus dental, vision, disability, and life insurance for employees. Wellness offerings and onsite gym access complement the core medical benefits.
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Affordable Benefits — Benefits are positioned as affordable for employees, with the employer covering the full employee premium for the Gold medical plan. Company-paid vision, disability, and life insurance further reduce out-of-pocket costs for employees.
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Leave & Time Off Breadth — Time off is presented as generous, including PTO, paid holidays, paid sick days, and floating holidays. Some postings specify three weeks of vacation time plus additional sick leave.
Albi Insights
What We Do
At Albi, we’re a mission-driven organization, passionate about empowering the unsung heroes of the restoration industry. Restorers work tirelessly to rebuild homes, businesses, and communities after disasters — they deserve tools that help them unlock their full potential. Our core values drive everything we do: we go the extra mile, embrace challenges, and lead with bold empathy, knowing that by supporting restorers, we help them create lasting legacy value for themselves and their teams. Technology is the key to unlocking growth, and at Albi, we’ve built a platform that transforms the way restoration professionals manage their businesses. With streamlined job management, CRM, and business operations all in one place, we help restorers focus on what matters most: delivering excellence to their clients and driving meaningful, sustainable growth. Join us in pushing the restoration industry forward, fueled by passion, innovation, and a deep commitment to helping restorers succeed. At Albi, we believe that when restorers thrive, their communities do too — and we’re proud to be part of that mission.
Why Work With Us
We’re driven by purpose, fueled by high energy, and backed by venture funding. We focus on collaboration, growth, and built on diversity and equal opportunity. We’re unapologetically ambitious and make sure that everyone has the support they need to succeed. Your journey is your own, and we’re here to help you thrive, no matter your starting point.
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