Technical Support Engineer

Why Metafour

Metafour is an employee-owned, international B2B software company serving 150+ clients worldwide for more than 45 years. Our clients are at the heart of everything we do. That is why we are committed to delivering responsive support, building trusted relationships, and creating meaningful customer experiences through every interaction. 

We are also committed to building capable teams where individuals can thrive. We continuously invest in our people by encouraging learning, professional growth and knowledge sharing to create an environment where employees can grow with the company. 

Job Summary

We are looking for 2 dedicated and enthusiastic ‘Technical Support Engineers’ to join our team. The ideal candidate will be passionate about helping customers achieve their goals, resolving issues promptly, and ensuring a seamless experience throughout the customer journey. Currently, we provide customer support through a helpdesk ticketing system. The new joiner will play a key role in building customer trust and ensuring clients receive reliable, timely, and solution-oriented support every day. 

Core Job Responsibilities

You will be responsible for: 

• Providing customer support: Serve as the first point of contact for clients requiring assistance with issues and enquiries. Respond to client inquiries, investigate, troubleshoot and ensure timely resolution of issues related to software applications, platform usage and operational queries attaining high level of customer satisfaction. Help maintain and grow relationships with existing clients by providing excellent service and support.
• Maintaining customer systems: Deploy new customer systems, roll-out upgrades, features and make necessary configuration changes. Identify defects in production systems and accurately report specific steps to reproduce them. Liaise with internal teams to escalate and resolve defects. Bridge the gap between the developers and clients managing expectations and providing transparency.
• Documenting and knowledge sharing: Maintain comprehensive documentation of customer interactions, solutions provided, and best practices. Contribute to the creation of knowledge base articles and training materials to empower customers and internal teams. Serve as a passionate advocate for our products/services, promoting their benefits and features to customers and prospects.
• Contributing to customer success: Gather and analyse customer feedback to identify trends, pain points, and opportunities for improvement. Collaborate with internal teams to implement new sites. Monitor customer support patterns and contribute ideas and recommendations for enhancing customer experiences to ensure alignment with organisational goals and objectives.

Education

BSc in CSE or equivalent subjects.

Hands-on technical experience is a plus.

Candidate Persona

• Able to communicate clearly, professionally, and confidently in written English (equivalent to an IELTS score of 7.0 or above), as all client interactions are conducted with overseas customers.
• Capable of creating and maintaining high-quality documentation, including user guides, troubleshooting notes, knowledge base articles, and training materials.
• Customer-focused mindset with a strong commitment to understanding client needs and delivering high-quality support and service.
• Proactive learner who takes initiative to understand products in depth and continuously improves knowledge without requiring constant direction.
• Technically curious and comfortable working with software systems, configurations, and troubleshooting platform-related issues.

Experience

• 1-2 year(s)
• Freshers with excellent English language skills are encouraged to apply

Compensation and other benefits:

Monthly salary ranging from BDT 25,000/- to 35,000/- based on skills and experience

Annual performance-based increment

Employee ownership-based quarterly profit share scheme

2 festival bonuses per year

Provident fund benefit

Fully subsidised lunch & snacks

Flexible leave management with 31 days of annual leave including public holidays

Weekly 2 holidays (Saturday & Sunday)

Yearly training allowance and development support as per company policy

Excellent learning environment with continuous growth opportunities

Awesome culture - learn, grow, and have fun while working

Probation period: 6 months