Technical Support Specialist

Job Description Overview: Position: Technical Support Specialist Industry: IT Location: Lahore (Onsite) Shifts: US shift timings (5 Days a Week) Employment Type: Full-time Salary: Market Competitive with benefits Job description: The Support Specialist will act as a first-level responder and trusted guide for the clients AI customers,helpingthemonboard,interpretdetectionresults,andtroubleshootingissues.Thisrole iscriticalforclientsatisfaction,productadoption,andensuringthatthe clients deep fake detection output is actionable, comprehensible, and integrated into customer workflows. Core Responsibilities: Client Onboarding: Walk enterprise customers through the clients platform, API integration (for detection), and dashboard UI (if applicable). Provide best-practice recommendationsforhowtofeedmediaintooursystemsecurely,howtointerpret detection confidence scores, and how to act on results Ticket Handling/Trouble shooting: Address client-reported issuese.g.,my video result is wrong, latency is high, I dont understand this confidence score by diagnosing, replicating, and escalating appropriately Issue Replication & Escalation: Reproduce client problems in a sandbox or test environmentwhenpossible;escalatetotheengineeringordatascienceteamwhenroot causes are complex Logs&Reporting: Maintainpreciselogsofclientinteractions,stepstaken,outcomes, and diagnostic data KnowledgeBaseDevelopment: Buildandmaintainuser-facingdocumentation:FAQs, setup guides, integration docs, and sample workflows Feedback Loop: Provide systematic feedback from support into QA and product teamshighlightrecurringclientpainpoints,detectionmisalignments,andusability issues Regular Check-ins: Perform routine system health checks (or coordinate with operations),pre-emptivelyflagpotentialanomalies,andproactivelycommunicatewith clients about system status or performance Key Deliverables: Timely, professional responses to support tickets Diagnostic summaries and resolution documentation Onboarding guides and user documentation Monthly or quarterly support analytics(e.g., volume by issue type ,resolution times, recurring problem areas) Customer satisfaction feedback reports/client health check-ins Ideal Traits & Skills Technical Support Specialist Technical Competencies: Strong technical literacy comfortable understanding AI model outputs(e.g., detection confidence, false positives), API logs, and media formats Experience in SaaS support or help desk environments (Zendesk, Jira, Fresh desk, etc.) Capabilitytofollowstructureddiagnosticstepsandreconstructissuesusinglimitedclient information Behavioral & Cognitive Traits: Excellentwrittenandverbalcommunication.Cantranslatetechnicaldetectionsinto clear, actionable advice for non-technical stakeholders Empathy+patienceespeciallygiventhatclientsmaybealarmedaboutdeepfake risks and want reassurance and clarity Proactiveproblem-solvingdoesn'tjustcloseticketsbutseeksrootcauses,trends, and latent issues Organizational skills able to manage multiple open cases, follow up, track resolutions, and escalate properly Professional Attributes: Customer-firstmentality,withahighsenseofownershipoverclientsatisfaction Integrity and discretion dealing with potentially sensitive detection reports means maintaining confidentiality and trust Reliability and consistency follow-through on escalations, and ensure issues are not dropped Alignment with the clients mission believing in the importance of trust in the digital age and wanting to support a world where synthetic media risk is mitigated