3 дня назад
Technical Support Specialist (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Specialist (SaaS): Handling complex escalations and investigating SaaS platform issues across APIs, authentication, document processing, and system behaviour with an accent on logs, monitoring data, and root-cause analysis. Focus on resolving incidents with Product, Engineering, and DevOps, communicating technical findings clearly, and supporting L1 continuity through shift rotation.
Location: Haarlem, Netherlands; attendance at the Haarlem office is required at least three days per week, typically Monday, Tuesday, and Wednesday.
Company
provides identity-centric security solutions and SaaS technologies for customers in more than 150 countries.
What you will do
- Handle escalated L1 tickets involving complex, technical, or unclear issues.
- Investigate SaaS platform behaviour using logs, monitoring tools, and system data.
- Troubleshoot API integrations, authentication flows, document processing, and configuration issues.
- Work with Product, Engineering, and DevOps to resolve bugs, incidents, and recurring problems.
- Communicate findings to customers, partners, and internal stakeholders, including during technical calls and onboarding sessions.
- Participate in incident management, L1 shift rotation, knowledge sharing, and support documentation.
Requirements
- Mid-level to senior experience in technical support or a similar role.
- Strong understanding of SaaS platforms and system architecture.
- Experience with APIs, REST integrations, authentication flows, log analysis, and technical debugging.
- Strong problem-solving skills, attention to detail, and ownership of complex cases.
- Excellent communication skills in Dutch and English.
- Ability to work from the Haarlem office at least three days per week and participate in L1 shifts.
Nice to have
- Experience with digital signing, identity, or security platforms.
- Familiarity with Intercom, Jira, and monitoring or logging tools.
- Experience working with developers or participating in incident and problem management.
- Experience with customer-facing technical calls or pre-sales support.
Culture & Benefits
- Career growth through learning-focused initiatives and challenging work.
- Collaborative environment focused on knowledge sharing and cross-functional problem solving.
- Commitment to diversity, inclusion, and respectful workplaces.
- Flexible workplace options alongside the role's required Haarlem office attendance.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →