Application Support

Key Responsibilities:

• Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.

• Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.

• Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.

• Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.

• Continues self-study on the product to stay up to date on the newest features and changes.

• Consult and share your knowledge with colleagues, both within Support and other departments.

• Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.

• Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• Proven experience in a technical support role, preferably within a SaaS environment.

• Strong understanding of APIs, integrations, and software development concepts.

• Excellent problem-solving skills with the ability to conduct detailed technical investigations.

• Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.

• Fluency in English. Dutch, French, or German as an additional language is a plus

• Familiarity with support ticketing systems and documentation tools.
  Ability to work independently and as part of a global team, managing time effectively across different time zones.

• Customer-focused mindset with a commitment to providing exceptional support.

• Proactive attitude, with time management, prioritization, and organizational skills