TECHNICAL SUPPORT ENGINEER

40.000.000 - 80.000.000
Faddom


Faddom.com is hiring, and now is the perfect time to join our team! 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. 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 one of the points 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. 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. 3+ years of 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: Fully remote role. USA (EST) 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? 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. #J-18808-Ljbffr

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