Key Skills
Job Description
Welcome to New Black - we’re looking for a Support Engineer ready to dive into real-world customer challenges. As a Support Engineer, you play a key role in untangling technical issues and guiding partners toward smooth operations. But more than that: you bring structure to complexity, bridge gaps between support and tech, and turn every solved issue into shared knowledge that helps the whole team move faster. About New Black We are just a bunch of NERDS, transforming the world of (e)commerce with our truly unique Contextual Commerce platform, called EVA. Our purpose is to help globally operating brands and retailers to become adaptive to change. EVA is the engine that powers digital retail solutions, a secure, cloud-based platform that is set up to improve the consumer experience. We facilitate flexible infrastructure, enable digital transformation, and help our customers deliver a true unified experience and functionality to their customers faster and smarter. We work for leading brands and retailers such as Rituals, Kiko Milano, Dyson, Intersport, AFC Ajax, and many more. Our Philosophy New Black, is a company like no other. That is a promise. NEW BLACK believes work is more than compensation; we embrace holacracy to foster collaboration, aligning as a team without rigid reporting lines for agility and responsiveness. NEW BLACK is dedicated to hard work and continuous improvement, viewing success as a shared responsibility and striving for excellence. NEW BLACK is more than a software company; we are a next-generation platform transforming (e)commerce, filled with passionate people who love what we do. NEW BLACK is ambitious; we are profitable and fully bootstrapped (no investors, no debts), granting us the freedom to shape our company as we see fit. NEW BLACK wholly owns its intellectual property, enabling us to make independent decisions about our products and innovate with the latest technology. NEW BLACK has formed strategic partnerships with top global brands like Apple, Microsoft, Adyen, and Deloitte, creating an ecosystem for global expansion and sustainable success. About Your Role As an Entry-Level Support Engineer, you’ll play a crucial role in helping our customers and partners get the most out of our platform. You’ll join our support team as a second-line technical problem solver, stepping in when front-line support can’t resolve an issue. Don’t worry - we don’t expect you to know it all right away. What we’re looking for is curiosity, eagerness to learn, and a nerdy love for digging into problems. As a Support Engineer you: Are eager to work with large-scale customers and partners, supporting them in their daily operations. Troubleshoot, reproduce, and diagnose issues related to configuration, integrations, or unexpected system behavior. Work closely with first and third line support to analyze problems and follow them through to resolution. Provide structured and timely follow-ups with customers and partners - sharing workarounds, progress updates, or next steps. Document recurring issues, edge cases, and fixes in internal and external knowledge bases to help others benefit from your learnings. Actively grow your product knowledge and keep up with system and feature updates to support new use cases. We are specifically looking for a Nerd that already has the following skills: A basic technical foundation: you can read and understand JSON, know your way around APIs, and you’re not afraid of the word “debug”. Affinity with SaaS, and bonus points for experience in retail systems (e.g. POS, inventory, or order flows). A collaborative mindset: you're comfortable working with multiple teams, and you’re not afraid to ask questions. An analytical mind: you enjoy breaking down complex problems and connecting the dots. Eagerness to learn: you don’t need to know everything on day one, but you do need the drive to get better every day. Strong communication skills: you can clearly explain both problems and solutions in English, in writing and in calls. This role is for you if: You're early in your career but hungry to grow in a tech-driven, customer-facing environment. You enjoy getting into the technical details, even if you're not a developer. You're comfortable switching between structured problem-solving and more creative troubleshooting. What we offer A company like no other; New Black really takes care of you. We hire with the intention to keep you! To be your own boss, for we don’t have a hierarchy but implemented a holacratic way of working. Everyone is equal. State of the art equipment for your home office (AirPods, Macbook etc.), and many amazing perks which will reflect your effort and input. Determine your own working hours and days. Determine your own off-time and working location. When you come to the office – the travel is on us! Our own chef who prepares amazing lunches for you in the office. To be part of something great, not just a job, but a movement in Retail IT landscape. This is a company where everyone works with passion, and they are the best in what they do. We are changing the future of retail worldwide, and we invite you to be part of it. Apply because you’ve got the motivation to change the game of global retail and the skills to back it up. --------- We respect your privacy and protect your data. New Black uses AI‑enabled tools to support parts of our hiring process. This policy explains how we collect, use, and safeguard your personal information during recruitment, following GDPR guidelines & the EU AI Policy.
Core Responsibilities
Troubleshoot, reproduce, and diagnose customer and partner issues involving configuration, integrations, and unexpected system behavior, coordinating with support teams through resolution. Provide timely updates and workarounds, document recurring issues and fixes, and build product knowledge to support evolving use cases.
Requirements
Candidates should have a basic technical foundation, including the ability to understand JSON and work with APIs, along with an interest in SaaS and ideally retail systems. The role calls for analytical problem-solving, collaboration, eagerness to learn, and clear written and verbal communication in English.
Benefits
- Flexible Working Hours
- Flexible Work Location
- Home Office Equipment
- Travel Reimbursement
- Office Lunches
About New Black
Industry: IT Services and IT Consulting
Company size: 51-200 employees
Retail has always been about people. The real magic happens on the sales floor, in the conversations, the advice, the smiles that build loyalty long before any system even notices. Yet most retailers are being held back. Not by competitors, but by their technology. Over time, many have ended up with a patchwork of disconnected systems, what we call the Frankenstack®. It’s messy, difficult to maintain, and makes it nearly impossible to deliver a consistent experience to customers. Growth is hard when your roots are tangled. That’s where EVA comes in. EVA is the Contextual Commerce Foundation: one platform that brings everything together. Inventory, orders, promotions, loyalty, and clienteling tools for store associates all live in a single place, giving retailers and brands the ability to be adaptive to change. With EVA, associates don’t just ring up sales. They truly know their customers, with profiles, notes, and insights right at their fingertips. Headquarters doesn’t just send out strategies and hope for the best. Task management ensures those strategies actually reach every store. And customers aren’t left waiting or disappointed. EVA’s order management, appointments, and case handling keep promises dependable. It’s built for the global stage, with compliance and fiscalization built in from the start. And because it’s open, API-first, and adaptive, brands can shape it around their unique experiences instead of being forced to fit into rigid software. That’s why EVA is trusted by global brands like Rituals, KIKO Milano, Dyson, G-Star, Intersport, Red Wing Shoes, and many more. They see EVA not just as software, but as the foundation for a new kind of retail: simpler, more human, and ready for whatever comes next. So when we say EVA is the soil, that’s what we mean: the unseen foundation that lets associates rise as ambassadors, headquarters lead with clarity, and customers feel part of a community rather than just another transaction.