Senior Technical Support Engineer

Job description

Within our fast growing Tech scale-up, we are looking for a Senior Technical Support Engineer to join our Support team. Looking for the next step in your career with the right amount of challenge, personal growth and good career opportunities? Want to work in an informal environment with a team of young and enthusiastic colleagues? Then this position might be something for you!

About SmartLockr

SmartLockr supports organizations with their data security to prevent potential data leaks. 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 personal growth. 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 (600+) customer base. In this role you will work closely with our IT lead in both solving complex issues as in providing the best customer experience through customer contact/ IT consultancy.


You will investigate, analyse and report complex issues that need either a software, hardware or process solution. You will also guide our First-line Support Engineers to resolve their consumer issues.

You are able to recognize and address problems to multiple teams by taking full ownership in order to resolve issues within SLA.

Responsibilities

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

Requirements

Who you are

  • A technical background and multiple years of working experience in IT;
  • Superior troubleshooting / analytical skills;
  • You are able to work in a complex and fast-changing environment;
  • You have strong coordination and organizational skills;
  • Excellent communication skills;
  • You are service minded and patient;
  • A fluent Dutch and English speaker, both written and verbal, is a must;

What 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, transparent and open culture;
  • And a good amount of fun, vrijmibo’s, team outings and many table-football/ping-pong competitions to join!