Key Skills

Job Description

About the role As a Technical Application Support Specialist for Patch OEE (Overall Equipment Effectiveness), you will help manufacturing customers get the most out of our cloud-based SaaS solution. You will be the first point of contact for technical and functional application questions, investigating issues, identifying solutions and ensuring customers receive reliable and effective support. Combining technical troubleshooting with direct customer interaction, you will develop in-depth product knowledge and work closely with customers, developers and internal technical teams to resolve issues and continuously improve the product and customer experience. Experience with software implementations or rollout projects is a plus. The role is hybrid, with 2–3 days per week in our Sassenheim office, and includes occasional travel to customer sites, including internationally. What you’ll do Provide technical and functional application support to customers through our support desk, taking ownership of issues from initial investigation through to resolution. Investigate, analyse and troubleshoot application issues, using configuration settings, application logs, data and other diagnostic tools. Communicate directly with customers to understand problems, explain technical findings and provide clear, practical solutions. Collaborate with development, infrastructure and other technical teams to investigate complex issues and coordinate escalations. Reproduce reported issues, document findings and provide clear, actionable information to support the resolution process. Build and maintain in-depth knowledge of Patch OEE, its functionality, configuration and underlying technical environment. Guide customers in using the application effectively, answering questions and helping them resolve functional and technical challenges. Support software releases, new functionalities and customer changes by testing scenarios, validating behaviour and communicating relevant updates. Identify recurring issues and contribute to improvements in support processes, product documentation and the overall customer experience. Where required, assist with customer implementations, software rollouts, configuration, testing and training. What we’re looking for 3–5 years of experience in application support, technical support, software support or a similar IT role, preferably within a B2B SaaS environment. Strong customer-facing skills and the ability to communicate clearly and professionally with both technical and non-technical stakeholders. A structured, analytical approach to troubleshooting, with the ability to investigate issues and work towards their root cause. A good understanding of software applications, configuration, data flows and application connectivity. The ability to manage support requests independently, prioritise effectively and keep customers informed of progress. A proactive, service-oriented mindset, with a strong sense of ownership and a willingness to learn. Fluency in Dutch and English, both written and spoken. Experience with software implementations, customer onboarding or rollout projects is a plus. Experience with manufacturing software, OEE, production environments or the Food & Beverage industry is also beneficial. | Knowledge of SQL and relational databases, application servers, Microsoft Azure and scripting languages such as PowerShell or Python is an advantage, but not essential. Technical aptitude, curiosity and the ability to learn new technologies are equally important. Why join us? You’ll work at the intersection of manufacturing, software and data-driven performance improvement, working directly with customers while developing your technical and consulting expertise. You’ll have the opportunity to take ownership of customer implementations, learn new technologies and contribute directly to the continued development of Patch OEE. About Aptean At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations. “At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base. Disclaimer: This position is intended for direct applicants only. No agencies or third-party recruiters, please. Unsolicited agency submissions will not be considered.

Core Responsibilities

Provide technical and functional support for Patch OEE, investigating customer issues, troubleshooting application behavior, and coordinating with development and infrastructure teams through resolution. Help customers use the product effectively, support releases and implementations, and contribute to improved support processes, documentation, and customer experience.

Requirements

The role requires 3–5 years of experience in application, technical, or software support, strong customer-facing communication, and a structured approach to troubleshooting. Fluency in Dutch and English is required; implementation experience and knowledge of manufacturing software, SQL, databases, Azure, or scripting are advantageous.