L2 Support Engineer

Role Overview

• Ensure the delivery of high-quality installations in collaboration with partners.
• Provide timely responses to customer support inquiries.
• Efficiently resolve complex software and hardware issues.
• Provide advanced technical support while continuously improving product resilience.
• Manage the support for new installations, including configuration and testing.
• Handle L1 Escalations with advanced Level 2 incident support.
• Troubleshoot product malfunctions by analyzing various scenarios.
• Maintain and update current hardware fleet and coordinate onsite interventions.
• Work closely with technical teams to ensure swift bug resolution.
• Maintain and create support scripts to streamline resolutions.
• Gather customer feedback for valuable insights to internal teams.
• Reflect on better customer support strategies and contribute to product development.

Requirements

• Proven relevant experience in a technical support role or similar environment.
• Fluent in English, French and (Dutch).
• Strong communication skills with a proven capacity to deeply understand customer needs and translate complex technical issues into clear explanations.
• Respond to L2 customer queries accurately and in a timely manner, primarily via email, while managing expectations during and after bug fixing.
• Excellent problem-solving abilities to efficiently analyze and resolve complex situations.

Tech Stack

• Swift

Benefits

• A startup environment where everything is still being built – every victory counts.
• The chance to be part of a unique entrepreneurial journey in the Benelux market.
• A company culture based on trust and collaboration.
• Other benefits: quarterly team building events, flexibility (up to 2 remote days per week), and the opportunity to have a real impact on the company's growth.