Technical Support Engineer

Job description

About Us:

Faddom is experiencing rapid growth, having expanded 3X over the past 12 months—and this is just the beginning. Operating in the IT Operations and Cyber market, our cutting-edge technology and platform have already generated significant revenue and traction with customers worldwide.

The Role: Technical Support Engineer:

We are seeking a Technical Support Engineer to join our Customer Success department. This role is ideal for someone passionate about helping customers, solving technical issues, and enabling successful evaluations of our product during the sales process. You'll be at the forefront of our customer interactions, ensuring every user gets the assistance and guidance they need—from initial contact to successful onboarding.

Key Responsibilities:

• Act as the main point of contact for all incoming technical support tickets—identify, troubleshoot, and resolve technical issues or escalate when needed.
• Maintain our support ticketing system, ensuring timely responses and follow-ups that meet our service-level expectations.
• Create and maintain support documentation, videos and knowledge base content.
• Support the presales process by helping to manage POC's and technical deployment sessions with the sales team and answering technical questions from prospects during Zoom calls.
• Collaborate closely with the product, sales, and R&D teams.
• Deliver a consistent and friendly customer experience through email and Zoom calls.

Qualifications:

• 5+ years of experience in technical support, IT helpdesk, or customer support role: Preferably in a SaaS or B2B environment.
• Hands-on experience with network infrastructure (troubleshooting routers, switches, firewalls) and hypervisors (deploying VMware, Hyper-V, etc.) – Mandatory.
• Comfortable working with Linux-based and Windows-based systems.
• Working with cloud platforms (AWS, Azure, GCP) is a strong plus.
• Experience working with ticketing systems (e.g., Zendesk, Intercom, or Jira)- Mandatory
• Strong troubleshooting and analytical technical skills.
• High proficiency in English (written and oral) is a MUST.

More about the position:

• Full-time role, based in our Ramat Gan (Bursa) office.
• Primarily in-office work with some flexibility.
• Regular working hours with flexibility.
• You’ll be joining a high-impact team where your contributions directly affect customer satisfaction and product success.

Why Join Us?

• Competitive compensation, excellent employment terms, and a stock option plan.
• A chance to work in a fast-paced, growing tech company with global customers.
• Collaborative and fun team-oriented environment.
• Direct impact on customer experience and success.

How to Apply

Qualified candidates will be invited for an interview.

Please send your CV and/or any questions to careers-tech@faddom.com