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Senior Technical Support Engineer

Job summary
Permanent contract
Amsterdam
Salary: €60.5K to 85K
Experience: > 1 year
Skills & expertise
Attention to detail
Time management
Technical aptitude
Communication skills
Mentoring
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Questions and answers about the job

The position

Job description

  • The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service
  • The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members
  • Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues
  • Develop deep subject matter expertise in core technologies and multiple specialized technology areas
  • Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates
  • Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions
  • Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams
  • Act as a resource for junior support engineers, providing guidance and mentorship
  • Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives
  • Assist with special projects and other duties as assigned
  • Analyze and troubleshoot complex technical issues related to software functionality and system performance
  • Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions
  • Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths
  • Adhere to established support protocols, while identifying opportunities for process improvements
  • Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
  • Maintain professional interaction with internal and external stakeholders
  • Ability to work in a fast-paced and high-stress environment
  • AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables
  • Strategic Oversight: Exercise critical judgment as the “Human-in-the-Loop,” by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations
  • Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models
  • Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains

Preferred experience

  • Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative
  • Excellent written and verbal communication skills with the ability to document and articulate issues effectively
  • Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers
  • Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment
  • Familiarity with knowledge base systems and documentation best practices is preferred
  • Experience with property management software or related industry experience is a plus
  • Proven ability to mentor and assist junior support engineers
  • Strong attention to detail and commitment to providing an exceptional customer experience
  • Relevant vocational/higher education

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