First Line Technical Support Specialist (Multilingual)

Rentman; Utrecht; On-site; EUR 34,000 - 52,000; Full time

Benefits offered by this job

Holiday allowance (8%)

13th month bonus

24–25 vacation days

Pension plan

Training budget

OpenUp access

Office in Utrecht

Job summary

Rentman, a B2B SaaS scale-up based in Utrecht, is seeking a First Line Technical Support Specialist to help customers get the most value from Rentman. You’ll be the first point of contact, guiding new users and troubleshooting complex issues to deliver fast, high-quality support.

You’ll advocate for customers internally, contribute to a knowledge base, and collaborate with the Product team to drive improvements. Join a passionate, inclusive team shaping Rentman’s future.

Qualifications

• 1 year of experience in a customer-facing role.
• Fluency in English, plus two of the following: French, Dutch, or German; both spoken and written.
• Ability to troubleshoot problems, find answers for customers, and articulate complex solutions clearly.
• Team-first mentality and willingness to support teammates.
• Ability to work in a fast-paced environment and keep up with weekly Rentman updates.

Responsibilities

• Provide outstanding customer experience and own the customer issue from start to finish.
• Analyze and respond to queries via Zendesk and be available for calls via Aircall.
• Become a power user and share insights with the Product team.
• Escalate complex cases effectively to reach clear resolutions.
• Collaborate with the Customer Experience team to align on goals and objectives.
• Contribute to the internal knowledge base in Confluence and share learnings.
• Attend regular team meetings to discuss ongoing projects and process improvements.
• Onboard new Rentman employees during shadowing in Support.

Skills

Customer support

Troubleshooting

Clear communication

Team collaboration

Fast learner

Tools

Zendesk

Aircall

Confluence

Job description

Rentman is a B2B SaaS scale-up building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open, flat, and inclusive, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact. We're still a scale-up, with ambitious plans ahead (more on that below), so joining now means your work will genuinely shape what Rentman becomes next. Check out our public roadmap to see what’s coming next!

Mission of this role

As a First Line Technical Support Specialist, you'll be the expert who helps customers get the most out of Rentman. The main objective of this role is to help customers find the right answers and solve their issues. You'll be the first point of contact when customers reach out, whether they're new to the platform and need guidance or veterans troubleshooting complex issues.

You’ll make a real impact by solving problems, sharing insights, and ensuring our customers get fast, top-quality support when they need it most. As a repository of customer feedback and input, you'll advocate for our customers internally so that we continue to be a customer-centric company that listens to its users. You'll be part of a passionate, customer-focused team that's all about creating smooth experiences, reducing wait times, and turning feedback into real product improvements.

What you'll do

• Provide our users with an outstanding customer experience, taking full ownership of the customer’s issue and proactively providing solutions that genuinely help and benefit customers.
• Analyze and respond to queries via Zendesk (email & chat) while also being available to answer incoming calls via Aircall.
• Become a power user for our product, keeping up to date with updates and improvements, and bringing suggestions and complicated cases to the Product team.
• Identify cases that need to be escalated internally and escalated effectively to find a clear resolution.
• Collaborate with the broader Customer Experience team on our goals and business objectives.
• Share information, news, and workarounds within the Support team. Contribute to our internal knowledge base in Confluence.
• Attend regular team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc
• Onboard new Rentman employees during their shadowing time in Support so they learn how we help our customer.

What we are looking for

• 1 year of experience in a customer-facing role.
• Fluency in English, plus two of the following: French, Dutch, or German; both spoken and written.
• Ability to troubleshoot problems, find answers for customers, and articulate complex solutions in clear written and verbal communication.
• Team-first mentality: supporting your teammates is equally important.
• Ability to work in a fast-paced environment and learn quickly. We update Rentman every week. Support needs to keep up.
• Ability to collaborate cross-functionally to understand customer requirements and translate them into effective feedback internally.
• Tech savviness / a passion for technology. Rentman is a complex tool and you need to know it inside out.

Nice to haves

• 1+ year in a customer-facing role. Any industry will do, but a plus if it’s in the AV rental, broadcasting, or event industry.
• Previous experience working in a SaaS organization
• Basic HTML/CSS knowledge.
• Familiarity with Zendesk and Jira (or similar systems).
• Experience collaborating cross-functionally and translating customers needs internal feedback.

What you’ll get

• Competitive salary based on experience, plus 8% holiday allowance
• A results-based bonus based on company performance (up to a full 13th month's salary)
• 25 vacation days to recharge
• Earn an extra day of PTO for each year at Rentman, from your second anniversary up to five years.
• A 4-week paid sabbatical after 5 years to go on an adventure
• Flexible WFH policy & work from anywhere for 4 weeks a year
• Pension plan through BrightPensioen
• An annual training budget to grow your skills
• Access to OpenUp for mental well-being and personal growth
• Your choice of a shiny new Windows, Linux, or Mac
• Stay active with the team: join the Rentman football team, squash and padel, plus a discounted Urban Sports membership
• An OV Business card if you live more than 10km from the office
• An ambitious, inclusive, and diverse international team
• A flexible, energizing workplace with free lunches, office perks (PS5, ping pong, D&D), legendary karaoke nights, and regular team activities
• An amazing office in the heart of Utrecht, in the historic Drift 17

Our process

Here’s a breakdown of our recruitment process to give you a clear idea:

• Introduction Call with the recruiter about the job & Rentman, online (30-45 mins)
• Past Experience & Culture Interview with the team, online or on-site (60 mins)
• Take home assignment (max 120 mins)Final Skills Interview, on-site (60 mins)

At Rentman, we value diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.