Technical Support Manager

itsme®; Brussel Hoofdstad; Hybride; EUR 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

Office near Brussels Central Station

Hybrid work schedule

Indefinite duration contract

Résumé du poste

itsme® is seeking a customer-focused professional to join our Customer Care team in Belgium. You will assist partners integrating with the platform, investigate technical issues, and coordinate with engineering teams to resolve problems. The role emphasizes communication and problem solving in a technology-driven environment.

You’ll work with logs, APIs, and support tooling, ensuring smooth onboarding and ongoing partner success, with a hybrid work schedule and a competitive package.

Qualifications

• Proven ability to communicate with developers and non-technical stakeholders.
• Comfortable reading logs and technical documentation.
• Experience with ticketing systems (Zendesk/JIRA).
• Interest in technology, digital products, and API/integration environments.

Responsabilités

• Onboard and support partners through their lifecycle with itsme® platform.
• Investigate and follow up on technical support tickets in a structured, timely manner.
• Analyze technical issues using logs and support tools.
• Coordinate troubleshooting between internal engineering teams and partner contacts.

Connaissances

Dutch fluency

English fluency

Communication skills

Technical affinity

API/Integration familiarity

Outils

Zendesk

JIRA

Description du poste

itsme® has fundamentally changed how people lead their digital lives in Belgium, but we are not stopping there! Do you want to be a driving force to help expand on this success story as part of a talented team that is making a positive impact on society? Then keep on reading, you’ll probably like what you’ll see.

We are itsme®, one of Europe’s fastest-growing scale-ups, with 115 team members and growing. Our mission: to provide a state-of-the-art digital identity solution for all people, enabling them to interact securely in the digital space. Now, only nine years after being founded, close to 8 million citizens use the itsme® app to identify themselves and sign documents online. Starting in Belgium, we successfully launched the itsme app in 32 European countries, with the ambition of becoming an internationally leading player.

We are looking for a support-oriented person with a genuine interest in technology and digital products to join our Customer Care team. In this role, you will support business partners who are integrating with and operating on the itsme® platform, investigating issues, following up on onboarding activities, coordinating incidents with other teams, and being the first point of contact for live partners with questions or technical problems.

You do not need to be a developer or integration expert. What matters is that you are comfortable working with technical tools, curious enough to dive into logs and documentation, and confident communicating with technical teams on the partner side.

What your job looks like

• Support partners during onboarding and through their operational lifecycle
• Investigate and follow up on technical support tickets in a structured and timely way
• Analyse technical issues using log analysis and support tools
• Coordinate troubleshooting between internal engineering teams and technical contacts at partner organisations
• Support testing and validation activities, working alongside partners and internal QA
• Maintain clear documentation, follow-up procedures, and knowledge base articles
• Escalate complex or unresolved issues to senior team members when needed
• Help improve support processes and contribute to internal knowledge sharing

Who we are looking for

You are a natural problem-solver who likes to figure things out. You feel at home in a technical environment and are comfortable bridging the gap between business partners and engineering teams.

Must-have

• A genuine interest in technology, digital products, and API/integration environments
• Comfortable working in a technical environment, reading logs, following technical documentation, and using support tooling
• Strong coordination and communication skills: able to speak to developers on the partner side and translate between technical and non-technical stakeholders
• Able to filter and prioritise partner requests effectively
• Experience with ticketing systems such as Zendesk or JIRA
• Full proficiency in Dutch and English (written and spoken); French is a strong asset

Nice-to-have

• Experience in a technical support or customer operations role (up to 3 years)
• Basic understanding of APIs and integrations
• Affinity with coding, testing, or scripting, you don’t need to write code, but being comfortable around it is a real plus

What we offer

• Being welcomed by an informal, enthusiastic, and ambitious team that is revolutionising how we safely manage our digital identity, in Belgium & beyond.
• Offices within walking distance from Brussels Central Station, with the a hybrid work schedule 2 days at the office and 3 days a week at home.
• A contract of indefinite duration, with an attractive compensation package.
• An environment where we care a lot about our core values:
• Impact: Lead by example and create positive influence.
• Resourcefulness: Connect, mobilise, and collaborate across ecosystems.
• Curiosity: Explore, learn, and challenge the status quo.
• Scale: Build strong foundations for sustainable growth.
• Humble: Respect, listen, and embrace feedback for growth.