Technical Support Engineer - Network & Security

Lansweeper NV; Gent; Hybride; EUR 35 000 - 47 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Ecocheques

13th month

Vacation payout

Health insurance

Pension plan

Hybrid work

Home working allowance

Mobility budget

Résumé du poste

Lansweeper is seeking a Support Engineer to join the Ghent team. You will become a trusted technical expert for IT professionals worldwide, working from a comprehensive in-house lab across Windows, Linux, macOS, Active Directory, VMware, AWS and Azure.

You’ll grow toward SME expertise while handling cases efficiently and collaborating across teams. In this role you will document your process, participate in customer calls for high-severity issues as you grow, and contribute to knowledge bases

Qualifications

• 3+ years in IT support, sysadmin, or similar role with hands-on troubleshooting.
• Solid networking foundations across subnets, firewall rules, and discovery protocols.
• Hands-on Linux and Windows; macOS is a plus.

Responsabilités

• Analyze and troubleshoot technical support cases from customers worldwide primarily via written communication.
• Reproduce and solve issues in the in-house lab across Windows, Linux, macOS, VMware, AD, AWS and Azure.
• Document troubleshooting steps clearly for QA and handover; maintain and improve docs in Confluence, Jira, and Salesforce.
• Follow up on open cases to meet SLAs; ensure no customers fall through the cracks.

Connaissances

3+ years IT support

Networking fundamentals

Linux & Windows

Cloud platforms (AWS/Azure)

Active Directory

SQL basics

Jira/Confluence/Salesforce

VMware lab experience

Fluent English

Dutch a plus

Outils

Jira

Confluence

Salesforce

VMware

Description du poste

Context & Impact

Lansweeper is opening a new Support Engineer position in Ghent to keep pace with a growing, increasingly complex global customer base.

Your mission: become a trusted technical expert helping IT professionals worldwide get maximum value from the Lansweeper platform, working from an extensive in-house lab across Windows, Linux, macOS, Active Directory, VMware, AWS, and Azure. Over time, you'll grow toward SME-level expertise in one or more technical domains, with a clear path toward Operational Lead and beyond.

Near-term focus: handle more cases faster, with fewer touchpoints per resolution. By 2027, the team moves toward enterprise account support, meaning customer calls and higher-stakes interactions become part of the picture.

Challenge

• Getting up to speed with a genuinely complex product. Lansweeper touches every layer of a customer's IT environment, including networking, OS, cloud, OT, and IoT, and mastering it takes dedication and a real hunger to learn.
• Managing a dynamic caseload without losing the thread. Cases don't always move linearly. Customers go quiet, issues resurface, and colleagues need to pick up exactly where you left off. Organisation and documentation are non-negotiable.
• Balancing depth with speed. Some cases resolve in minutes; others require days of lab testing across complex environments. Knowing when to go deep and when to esc ape is a skill you'll develop fast.

Key Responsibilities

• Analyse and troubleshoot technical support cases from customers worldwide, primarily via written communication.
• Reproduce and solve issues in our in-house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.
• Document your troubleshooting steps and train of thought clearly in every case for quality assurance and seamless handover.
• Follow up on open cases proactively. No customer falls through the cracks and SLAs are respected.
• Work within a buddy system for your first six months, with output reviewed before it reaches customers.
• Maintain and improve technical documentation in Confluence, Jira, and Salesforce.
• As you grow: join customer calls for severity-one and enterprise cases, and develop SME-level expertise in one or more domains.

Key Requirements

Hard skills:

• 3+ years in IT support, system administration, or a closely related technical role with genuine hands-on troubleshooting experience.
• Solid networking foundation across subnets, firewall rules, network segmentation, and discovery protocols. You don't configure routers; you understand why one might block asset discovery.
• Hands-on experience with Linux (increasingly critical) and Windows; macOS is a plus.
• Ability to set up and configure VMs and lab environments (VMware or equivalent). This is a baseline, not a nice-to-have.
• Familiarity with Active Directory and cloud platforms (AWS and/or Azure).
• Basic familiarity with Jira, Confluence, and/or Salesforce.
• Ability to read and write basic SQL queries or scripts.
• Fluent English (written and spoken). Dutch is a strong plus for day-to-day integration in our Ghent office.

Soft skills:

• Genuinely curious about IT infrastructure. The kind of person who tinkers after hours because they want to.
• Highly organised. You manage multiple open cases simultaneously and never lose the thread.
• Customer-focused and quality-driven. The answer needs to be right, not just fast.
• Collaborative and ego-free. Knowledge-sharing is how this team operates.

AI-Specific Skills:

Lansweeper is an AI-native company. In this role, AI is a day-to-day tool, not a future concept.

The team actively uses Claude, ChatGPT, a Slackbot-integrated AI assistant, and other AI tooling to surface similar past cases, accelerate troubleshooting, and cut resolution time.

What matters is not which tools you've used, but whether you understand that a good prompt requires domain knowledge. Without solid technical foundations, AI won't save you. We need someone who uses AI as a force multiplier on top of real expertise. Experience building basic AI agents or automations is a genuine bonus.

Team Info

You’ll join a global Support Team of approximately 18 people, including approximately 14 SMEs and 4 management/lead positions, working across Belgium and Austin.

Our Offer

Salary: €35.000 – €47.000 gross per year (Belgium, based on full-time employment).

• Meal vouchers (€10/day), ecocheques (€250/year), vacation payout in June, and a 13th month in December.
• Time off: 20 days holiday + 12 ADV days + 12 public holidays.
• Health & protection: Full hospitalisation and outpatient insurance, life insurance, disability coverage, and mental health support.
• Pension: Employer-paid pension plan included.
• Work setup: Hybrid (Ghent office) with full telework equipment and a monthly home working allowance.
• Extra: Flexible Income Plan to shape part of your package once a year. Company car or mobility budget included from a certain level.

About Lansweeper

Lansweeper is the AI Cyber Asset Intelligence platform helping IT and Security teams gain full visibility, reduce cyber risk, and scale automation with confidence.

In today's complex IT, OT, cloud, and IoT environments, fragmented asset data slows decisions and increases risk. We transform raw asset data into a continuously validated, trusted source of truth so teams can move faster and act with certainty.

With Lansweeper, organizations can:

• See – Truly complete visibility across hybrid environments
• Know – Enriched asset intelligence with lifecycle and risk context
• Act – Automate workflows, coordinate remediation, and enforce policy at scale

From universal asset discovery to AI-powered intelligence, we provide the shared foundation modern IT Operations, Cybersecurity, and Digital Transformation teams rely on.

Our culture — four core values:

• One Team – United across boundaries
• We Care – Customers and people at the center
• We Grow – Learning, sharing, improving
• We Deliver – Focusing on what truly matters

Pay Transparency

At Lansweeper, every role is assigned to a level defined by three things: the expertise it requires, the complexity it involves, and the scope of impact it carries.
Each level maps to a salary band based on salary benchmarks from the Software/SaaS industry of your country, so your pay reflects what the market pays for comparable roles.
The gross salary range for this role is €35.000 – €47.000 (Belgium) (based on full-time employment).
Where you land within that range depends on the expertise you bring, the complexity you have navigated, the scope of impact you have owned, and your track record of delivering results in comparable roles — the same criteria applied consistently to every candidate.
We welcome applicants of all backgrounds, regardless of gender, religion, ethnic origin, age, sexual orientation, or disability.

AI Usage during Hiring Process

We use AI to support and not replace during the hiring process. HR decisions are made by our talent acquisition team. You can request more info at any time via [e-mail]

Diversity Statement

It is Lansweeper's policy to provide equal employment opportunity to all applicants and employees.
Lansweeper disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.