Senior SaaS Technical Support Specialist - Escalations & API

Entrust; Haarlem; On-site; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Career Growth

Flexible work options

Collaborative culture

Job summary

Entrust in Haarlem is seeking a Medior to senior Technical Support Specialist to handle complex SaaS issues, act as escalation point, and collaborate with Product, Engineering, and DevOps. The role requires a strong API and integration background, and fluent Dutch and English.

You will participate in L1 shift rotations, maintain the knowledge base, and help ensure timely resolutions while delivering outstanding customer support from the Haarlem office at least three days a week.

Qualifications

• Medior to senior level experience in technical support or similar role.
• Strong understanding of SaaS platforms and system architecture.
• Experience with APIs and integrations (REST, authentication flows).
• Ability to analyze logs and debug technical issues.
• Excellent Dutch and English communication skills.

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, authentication, and platform behavior.
• Identify root causes and document findings for stakeholders.
• Work with Product, Engineering, and DevOps to resolve bugs and incidents.
• Participate in incident management and provide timely status updates.
• Provide technical input during customer calls and onboarding sessions.
• Contribute to internal knowledge base and training materials.
• Support L1 with knowledge sharing and guidance.
• Identify recurring issues and propose product/process improvements.
• Provide backup support to L1 and participate in L1 shifts.

Skills

Technical Support Experience

SaaS platforms understanding

APIs & Integrations

Logs analysis

Dutch & English communication

Tools

Intercom

Jira

Monitoring tools

Job description

Entrust in Haarlem is seeking a Medior to senior Technical Support Specialist to handle complex SaaS issues, act as escalation point, and collaborate with Product, Engineering, and DevOps. The role requires a strong API and integration background, and fluent Dutch and English.

You will participate in L1 shift rotations, maintain the knowledge base, and help ensure timely resolutions while delivering outstanding customer support from the Haarlem office at least three days a week.