SaaS Technical Support Specialist – API & Escalations

Entrust Corporation; Haarlem; On-site; EUR 50,000 - 75,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Entrust in Haarlem is seeking a Medior to senior Technical Support Specialist to manage escalated issues in our SaaS platform. You will collaborate with Product, Engineering, and DevOps to analyse logs, troubleshoot API integrations, and provide clear technical guidance to customers.

The role offers flexible options (remote, hybrid, or on-site) with a minimum presence in the Haarlem office and a focus on ownership, incident management, and knowledge sharing.

Qualifications

• Medior to senior professional with experience in technical support or a similar role.
• Strong understanding of SaaS platforms and system architecture.
• Experience with APIs and integrations (REST, authentication flows, etc.)

Responsibilities

• Handle escalated tickets from L1 involving technical or unclear issues.
• Perform in-depth investigation using logs, monitoring tools, and system data.
• Troubleshoot complex issues related to APIs, integrations, configurations.
• Identify root causes and document findings clearly for stakeholders.
• Work closely with Product, Engineering, and DevOps to resolve bugs and incidents.
• Participate in incident management and provide timely status updates.

Skills

Technical support

SaaS platforms

APIs & integrations

Log analysis

Communication

Tools

Intercom

Jira

Monitoring tools

Job description

Entrust in Haarlem is seeking a Medior to senior Technical Support Specialist to manage escalated issues in our SaaS platform. You will collaborate with Product, Engineering, and DevOps to analyse logs, troubleshoot API integrations, and provide clear technical guidance to customers.

The role offers flexible options (remote, hybrid, or on-site) with a minimum presence in the Haarlem office and a focus on ownership, incident management, and knowledge sharing.