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SCW.AI is a fast-growing SaaS startup building a next-generation digital factory platform for self-driving supply chains. The company has achieved strong product-market fit with pharmaceutical manufacturing customers and recently closed a Series A funding round. You will join the product team as a Technical Solutions Engineer, reporting directly to the CTO.
In this role, you serve as the critical bridge between product mastery, technical support, client operations, and system integrations. You will deeply master the SCW.AI software ecosystem, investigate root causes of technical issues, and directly resolve complex problems rather than routing them elsewhere. Key responsibilities include:
• Become the internal Subject Matter Expert (SME) on the full SCW.AI product ecosystem, data flows, and configurations, serving as the product knowledge hub.
• Drive end-to-end technical issue resolution by conducting root-cause analysis on client and Customer Success inquiries, ensuring tickets are solved rather than rerouted.
• Serve as technical backbone for CS managers, joining client meetings to articulate platform capabilities, integration steps, and technical resolution paths.
• Transform resolved edge cases into permanent documentation, Standard Operating Procedures (SOPs), and self-serve user guides to expand institutional knowledge.
• Act as first line of defense for technical queries, resolving operational issues before they reach core R&D and software development teams.
• Execute hands-on technical tasks such as configuring OPC connectors and running integration tests on client infrastructures.
You should have 4-5 years of IT sector experience (pharma or manufacturing experience is a plus), a Bachelor's degree in Engineering, and exceptional communication skills. You must be comfortable interacting with both technical and non-technical colleagues, demonstrate ability to lead cross-functional teams, and thrive in a fast-moving environment with shifting priorities. Strong background or high learning capability in software, SaaS, IoT, hardware, and integration workflows is essential. The ideal candidate has a "How do I fix this?" orientation and is willing to wear multiple technical hats. Regular presence in the Izmir office is expected for team collaboration and knowledge exchange.
