Senior Technical Support Engineer — API & SaaS

Entrust Corporation; Haarlem; Hybrid; EUR 56,000 - 77,000; Full time

Job summary

Entrust Corporation is seeking a Medior to senior Technical Support professional to handle escalated tickets, investigate with logs and monitoring tools, and troubleshoot API integrations and platform issues across the product stack.

You will collaborate with Product, Engineering, and DevOps, provide clear root-cause analysis, and contribute to knowledge bases and customer communications. Fluency in Dutch and English is required, with flexible remote/hybrid options.

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.).
• Comfortable analysing logs and debugging technical issues.
• Excellent communication skills in Dutch and English.

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 API integrations, authentication, document processing, and platform behaviour.
• Identify root causes and document findings clearly for internal and external stakeholders.
• Work closely with Product, Engineering, and DevOps to resolve bugs and incidents.
• Actively follow up on escalations and ensure timely resolution and communication.
• Support customers and partners with advanced technical questions (APIs, integrations, configurations).
• Participate in incident management (analysis, communication, status updates).
• Provide technical input during customer calls, onboarding sessions, or escalations where needed.
• Contribute to internal knowledge base and documentation (FAQs, training materials, onboarding guides).
• Support L1 team with knowledge sharing and guidance on complex topics.
• Identify recurring issues and propose improvements to product or processes.
• Provide backup support to L1 when required, including participation in L1 shifts to help maintain service continuity.
• Assist with first-line triage and customer-facing support when operational needs require additional coverage

Skills

Technical support experience

SaaS platforms

API integrations

Log analysis

Dutch & English communication

Tools

Intercom

Jira

Monitoring tools

Job description

Entrust Corporation is seeking a Medior to senior Technical Support professional to handle escalated tickets, investigate with logs and monitoring tools, and troubleshoot API integrations and platform issues across the product stack.

You will collaborate with Product, Engineering, and DevOps, provide clear root-cause analysis, and contribute to knowledge bases and customer communications. Fluency in Dutch and English is required, with flexible remote/hybrid options.