Senior Technical Support Engineer

Job description

About SmartLockr

SmartLockr helps organizations to communicate in a safe way. What once started as a safe email solution, has now become a leading Intelligent Data Protection Platform. What makes our platform intelligent? With Machine Learning algorithms we downsize the risks of human error by proactively warning the user on mistakes, which can lead to a data breach.


Although our headquarters is in Amsterdam, we have developed a global mindset. We value transparency, dedication and always think of the solution and not the problem. Both to our customers as within the team. By having a flat organizational structure your input and opinion are of equal importance to us to work towards our main goal: helping organizations to work and communicate safely.


Senior Technical Support Engineer

As our Technical Support Engineer you will play a key part in providing second/third line support to our fast growing (500+) customer base. In this role you support the first line Support Engineers to solve their consumer issues. You also investigate, analyse and report complex issues that need a software, hardware or process solution. You are able to recognize and address problems to multiple teams, take ownership to get things fixed on time.


Responsibilities

  • Provide 2nd and 3rd line technical support related to all SmartLockr products;
  • Analyse recurring issues and provide pragmatic solutions;
  • Coordinate activities and communicate to stakeholders in case of service affecting (complex) problems;
  • Take responsibilities in escalation processes and solve complex problems at customer sites when needed;
  • Create FAQ, instruction and training materials;
  • You monitor and enforce the Service Level Agreements of our customers;
  • You support and guide customers during pilots, demo’s and projects;
  • Provide technical assistance (2nd and 3rd line support) to our customers;
  • Track tasks and follow up on tickets in Zendesk.

Requirements

  • A technical Bachelor's degree;
  • Proven experience in 2nd or 3rd line support;
  • Superior troubleshooting / analytical skills;
  • You can work structured in a complex and fast-changing environment;
  • You have strong coordination skills and you are able to multitask;
  • A fluent Dutch and English speaker, both written and verbal, is a must;
  • Excellent communication skills;
  • You are service minded and patient;


We offer

  • A great opportunity to make an impact in a fast growing security company;
  • Room for personal development and good career opportunities;
  • A competitive salary and working on the newest technologies;
  • An informal and open culture; we are all in it together;
  • And the necessary fun; vrijmibo’s, team outings and many table-football competitions to come!


Please note; Employment agencies are requested not to respond to this vacancy