The Support Engineer at TrustBuilder will play a critical role in ensuring customer satisfaction and retention by providing exceptional technical support and assistance. Reporting directly to the VP of Operation, the incumbent will participate in customer support, answering and solving complex issues for our customers.

1. Level 1 & 2 Technical Support

   • Ensure timely and professional responses to customer inquiries and support requests.

   • Take ownership of customer issues and see them through to resolution.

   • Maintain accurate records of customer interactions, including details of reported issues, troubleshooting steps taken, and resolutions provided.

   • Follow company policies and procedures for customer support, including service level agreements (SLAs) and escalation protocols.

2. Customer Advocate

   • Work closely with product development, sales, and other internal teams to address customer concerns and improve overall customer satisfaction.

   • Act as a liaison between customers and internal teams, advocating for customer needs and requirements.

   • Gather feedback from customers regarding their support experience and product usability to drive improvements.

3. Product Expertise

   • Develop deep knowledge of the company’s products or services to effectively assist customers and answer inquiries.

   • Identify areas for improvement in products, processes, or support systems based on customer feedback and experiences.

• Ideally, you have a computer science degree (BSc +3) and a successful minimum 2-year experience in a similar position.

• You possess broad and diverse knowledge in Linux and Windows system administration as well as basic knowledge of a Cloud environment.

• You enjoy finding solutions as a team and providing responses across a wide range of technical skills that you can validate with us.

• You are proficient in at least one scripting language (Shell, Powershell, Python, PHP…).

• Your customer service orientation is essential for reassuring and assisting our clients.

• You have strong infrastructure and networking knowledge, including VMs, OS, and Cloud.

• You have an analytical mindset to understand client incidents and ask the right questions.

• You have the ability to navigate and absorb English documentation (Firewall, Cloud, Protocols, etc.).

• You handle stress well.

• Language skills: English, Dutch or French.