Technical Support Engineer

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.

Technical Solutions Engineer

We are seeking a Technical Solutions Engineer to join our Technical Services 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 point of contact for 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.
• Experience 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.

More about the position:

• Professional proficiency in English (written and oral)
• Full-time position.

  This position is remote.

• Mostly USA EST working hours with flexibility.
• Passion for working in a dynamic, customer-facing environment.

Why Join Us?

• Opportunity to be part of a rapidly growing company with global reach.
• Work in a supportive, team-oriented environment.

How to Apply: Qualified candidates will be invited for a Zoom interview.