Technical Support Engineer

• You work across the first and second line: you handle incoming tickets, take ownership of escalated cases from our first-line team, dig into complex issues across our platform and integrations, and set up and configure Speakap for new and existing customers
• But you don’t stop at fixing problems: you spot patterns, find root causes and push for structural improvements, both in our product and in the way we work
• You work closely with Customer Success and Engineering, and as the bridge between our customers and our technical teams, you make sure the customer’s voice shapes what we build next
• Handle incoming support tickets and own escalated cases end to end, from investigation to resolution within agreed service levels, acting as a direct point of contact for customers throughout
• Troubleshoot issues across our web platform, mobile apps and integrations using logs, SQL, browser developer tools and API tools such as Postman, and escalate bugs to Engineering with clear reproduction steps, context and impact
• Set up and configure customer environments, including network configuration, user synchronisation, SSO and other integrations, together with engineering
• Write scripts to automate repetitive work, run data checks and produce user reports and statistics
• Turn recurring issues into lasting improvements by sharing insights with Product and Engineering, keeping our knowledge base up to date and helping the first-line team solve more issues themselves
• Help triage and respond to tickets in our internal IT Helpdesk

Benefits

• 26 Days of Paid Holidays
• Work Abroad Policy: Up to 90 days per year (subject to approval)
• Pension Scheme Support
• Flexible Working Hours
• Possibility to Get Stock Appreciation Rights (after 1 Year of Employment)
• Career Development Programs
• Team Outings & Company Events
• Complimentary Office Lunches and Snacks
• Office Commuting Allowance: NS Business Card or Travel Reimbursemenet
• Hybrid Work Model: Split Between Home and Office
• Focus Area in the Office
• New Hire Home Office Budget
• Referral Program Incentives
• Pet-Friendly Office Space

• We’re looking for an ambitious, hands-on Technical Support Engineer who wants to own the technical side of how our customers succeed with Speakap. In this role you combine hands-on support with tech support
• A structured, proactive way of working and the ability to prioritise in a busy environment
• Hands-on experience troubleshooting web applications, with a solid understanding of HTTP, REST APIs and JSON, working knowledge of SQL, and basic scripting skills in Python, JavaScript, Bash or similar
• Strong written and spoken English, with the ability to explain technical topics clearly to non-technical people
• A bachelor’s degree (HBO level) in a technical field or equivalent experience, and at least 2 years in technical support, application support or implementation in a SaaS environment
• Experience with a ticketing system such as Jira or Zendesk, and careful handling of sensitive data with awareness of privacy and security requirements like GDPR
• Bonus points for Dutch, or experience with SSO (SAML, OpenID Connect), user provisioning, mobile app troubleshooting or monitoring tools