Customer Support Engineer

Fordefi; Makkah Region; On-site; SAR 187,000 - 263,000; Full time

Job summary

A leading decentralized finance platform in Saudi Arabia is seeking a Customer Support Engineer to assist customers with technical challenges. In this role, you will troubleshoot issues, lead investigations, and ensure seamless resolutions by collaborating with engineering and product teams. Ideal candidates have a strong engineering background and previous experience in technical support within a B2B SaaS setting. Knowledge of crypto and DeFi is a plus but not mandatory.

Qualifications

• Demonstrated ability to analyze and solve complex technical problems.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Prior experience in a technical support role in a B2B SaaS company.

Responsibilities

• Act as the primary technical point of contact for customer issues.
• Lead the frontline technical investigation of complex issues.
• Collaborate with engineering, product, and QA teams to resolve customer-reported issues.

Skills

Problem-Solving Mindset

Communication Skills

Technical Aptitude

Customer Support Experience

Education

Degree in Computer Science, Engineering, or related field

Tools

API integrations

Monitoring and troubleshooting tools

Job description

Overview

Fordefi is the first and only institutional MPC wallet and security platform purpose-built for decentralized finance (DeFi). Our platform empowers dozens of institutional customers to securely manage their digital assets and seamlessly deploy them into decentralized financial applications. Given the mission-critical nature of our product, security, availability, and responsiveness are always our top priorities.

Founded in 2021 by a team of experts in crypto custody and cybersecurity, Fordefi has raised $28M from industry-leading VCs. With teams in New York, Tel Aviv, and Singapore, we are rapidly growing and looking for exceptional talent to join us on this exciting journey.

LOCATION

APAC.

WHAT WE ARE LOOKING FOR

As a Customer Support Engineer at Fordefi, you will be the first point of contact for customers encountering technical challenges. You will lead the frontline investigation into customer issues, triage and troubleshoot problems, and collaborate closely with our engineering and product teams to ensure a seamless resolution. The ideal candidate will have a strong engineering background, a problem-solving attitude, and experience working independently or managing technical support teams.

KEY RESPONSIBILITIES

• Technical Issue Triage: Act as the primary technical point of contact for customer issues, triaging, analyzing, and diagnosing the root cause.
• Investigation & Resolution: Lead the frontline technical investigation of complex issues, working closely with customers to resolve problems quickly and efficiently.
• Cross-Functional Communication: Collaborate with engineering, product, and QA teams to escalate, reproduce, and resolve customer-reported issues.
• Customer Engagement: Communicate effectively with customers to understand their technical needs, provide updates, and offer solutions.
• Knowledge Sharing: Create and maintain internal and customer-facing documentation to improve overall efficiency and self-service capabilities.
• Independent Leadership: Take ownership of customer issues from start to finish, working independently to drive results. Experience managing or mentoring a technical support team is a plus.

REQUIRED QUALIFICATIONS

• Problem-Solving Mindset: Demonstrated ability to analyze and solve complex technical problems.
• Engineering Background: Strong technical background, with a degree in Computer Science, Engineering, or related field or equivalent industry experience.
• Technical Aptitude: Experience with SaaS architecture and cloud-based systems. Understanding of API integrations, monitoring and troubleshooting tools.
• Communication Skills: Ability to explain technical concepts to both technical and non-technical audiences, especially in writing.
• Customer Support Experience: Prior experience in a technical support role in a B2B SaaS company.
  • Familiarity with Crypto & DeFi: A plus, but not required. The candidate is expected to quickly become an expert DeFi user and learn the typical blockchain use cases of our customers. The candidate therefore must have willingness to learn how to work with crypto wallets and DApps, understand blockchain concepts.