Key Skills

Job Description

At Speakap, we’re not just building a platform; we’re revolutionizing the way organizations connect and collaborate with their frontline employees. Based in Amsterdam, we’re a vibrant, international team on a mission to transform communication in the workplace. With over 600 global customers already on board, we’re stepping into an exciting new phase of growth and we want you to be a part of it. We're looking for an ambitious, hands-on Technical Support Engineer who wants to own the technical side of how our customers succeed with Speakap. In this role you combine hands-on support with tech support. You work across the first and second line: you handle incoming tickets, take ownership of escalated cases from our first-line team, dig into complex issues across our platform and integrations, and set up and configure Speakap for new and existing customers. But you don't stop at fixing problems: you spot patterns, find root causes and push for structural improvements, both in our product and in the way we work. You work closely with Customer Success and Engineering, and as the bridge between our customers and our technical teams, you make sure the customer's voice shapes what we build next. What will you do: Handle incoming support tickets and own escalated cases end to end, from investigation to resolution within agreed service levels, acting as a direct point of contact for customers throughout. Troubleshoot issues across our web platform, mobile apps and integrations using logs, SQL, browser developer tools and API tools such as Postman, and escalate bugs to Engineering with clear reproduction steps, context and impact. Set up and configure customer environments, including network configuration, user synchronisation, SSO and other integrations, together with engineering. Write scripts to automate repetitive work, run data checks and produce user reports and statistics. Turn recurring issues into lasting improvements by sharing insights with Product and Engineering, keeping our knowledge base up to date and helping the first-line team solve more issues themselves. Help triage and respond to tickets in our internal IT Helpdesk. What we expect from you: A bachelor's degree (HBO level) in a technical field or equivalent experience, and at least 2 years in technical support, application support or implementation in a SaaS environment. Hands-on experience troubleshooting web applications, with a solid understanding of HTTP, REST APIs and JSON, working knowledge of SQL, and basic scripting skills in Python, JavaScript, Bash or similar. Experience with a ticketing system such as Jira or Zendesk, and careful handling of sensitive data with awareness of privacy and security requirements like GDPR. Strong written and spoken English, with the ability to explain technical topics clearly to non-technical people. A structured, proactive way of working and the ability to prioritise in a busy environment. Bonus points for Dutch, or experience with SSO (SAML, OpenID Connect), user provisioning, mobile app troubleshooting or monitoring tools. What we offer A competitive salary, plus a travel allowance or NS Business Card for an easy commute. 26 vacation days, with the option to buy more. Hybrid working, with a laptop and the tools you need to do your job well from anywhere. A personal growth budget to deepen your technical skills and take on new challenges as the company grows. Real ownership: you shape how we handle second-line support and implementation, and your improvements directly affect our customers and product. An international team where your ideas count, with lunch at the office, regular team events and our yearly Company Days. Ready to become the technical expert our customers and teams rely on? Apply now and help shape how Speakap supports thousands of frontline workers every day. We'd love to meet you!

Core Responsibilities

Handle first- and second-line customer support, investigate and resolve technical issues across web, mobile, and integrations, and configure customer environments. Identify recurring problems and root causes, automate repetitive tasks, maintain support documentation, and collaborate with Customer Success and Engineering to improve the product and support processes.

Requirements

Requires a bachelor's degree in a technical field or equivalent experience, plus at least two years of technical support, application support, or implementation experience in a SaaS environment. Candidates should have web troubleshooting experience, knowledge of HTTP, REST APIs, JSON, and SQL, basic scripting skills, familiarity with ticketing systems, awareness of privacy and security requirements, and strong English communication skills.

Benefits

• Travel Allowance or NS Business Card
• 26 Vacation Days
• Option to Buy Additional Vacation Days
• Hybrid Working
• Laptop and Work Equipment
• Personal Growth Budget
• Office Lunches
• Team Events
• Annual Company Days