Hybrid AI SaaS Support Engineer – Unlock Knowledge

Brainial; Utrecht; Hybrid; EUR 54,000 - 66,000; Full time

Benefits offered by this job

Competitive gross annual salary

Growth opportunities

Work from home with 2–3 days in the UT

High-energy scale-up

Job summary

Brainial is seeking a Technical Support Engineer for its AI-driven SaaS product in Utrecht, offering a hybrid work model. You will be the technical point of contact for customers, collaborating with Customer Success, Product Owners and Developers to ensure smooth onboarding and ongoing success.

Your day centers on handling the support queue, configuring SSO with Azure Active Directory, and connecting customers’ SharePoint/Dynamics environments through low-code tools like Nango.

Qualifications

• MBO level 4 ICT or equivalent work experience.
• Experience handling a support queue and triaging tickets.
• Hands-on experience configuring SSO with Azure Active Directory, and working with SharePoint/Dynamics.

Responsibilities

• Handle incoming customer support tickets: triage, investigate and solve them.
• Configure SSO and user provisioning with Azure Active Directory.
• Set up and support connections with SharePoint/Dynamics.
• Configure customer integrations in low-code tools, such as Nango.
• Guide new customers through technical onboarding from setup to a fully configured environment.
• Escalate issues requiring production code or data changes to the development team with clear docs.
• Be a trusted technical contact for customer IT teams via email and calls.
• Write and maintain onboarding guides and knowledge base articles.
• Spot recurring issues and suggest product/process improvements.
• Use AI tools to speed up troubleshooting and documentation.

Skills

Ticket handling

SSO & SharePoint

Low-code integrations

No code changes

Education

MBO level 4 ICT

Tools

Azure Active Directory

Nango

SharePoint

Dynamics 365

Job description

Brainial is seeking a Technical Support Engineer for its AI-driven SaaS product in Utrecht, offering a hybrid work model. You will be the technical point of contact for customers, collaborating with Customer Success, Product Owners and Developers to ensure smooth onboarding and ongoing success.

Your day centers on handling the support queue, configuring SSO with Azure Active Directory, and connecting customers’ SharePoint/Dynamics environments through low-code tools like Nango.