Support Engineer

Tech Rise

Den Haag

On-site

EUR 40,000 - 60,000

Full time

14 days+

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Job summary

A technology company in the Netherlands is looking for a Support Engineer to provide first and second line support to customers. In this role, you will own the support processes, develop documentation, and work collaboratively with product and engineering teams to resolve issues. The ideal candidate has 2-4 years in SaaS support and is comfortable with APIs and support tools like Jira and Zendesk. A strong sense of ownership and excellent communication skills are essential for success in this position.

Qualifications

2–4 years in SaaS support (1st/2nd line).
Strong ownership, follow-up, and closure mindset.
Track record of turning recurring issues into structural fixes.

Responsibilities

Handle first- and second-line support across all channels.
Take full ownership of issues through to resolution.
Maintain accurate internal and customer-facing documentation.

Skills

SaaS support experience

API knowledge

Excellent communication

Problem-solving mindset

Tools

Jira

Intercom

Zendesk

Job description

AM-i is scaling fast, doubling year over year and serving hundreds of dealership locations, across a complex automotive customer base. As that base grows, the quality and efficiency of our support function becomes a direct driver of retention and reputation. This is not a role where you sit in a queue and work through tickets. It is a role where you treat every ticket as a signal and every recurring issue as something that should never happen again. You operate in a fast-moving environment where customers depend on AM-i for daily operations, so speed, clarity, and correctness are critical.

Purpose of the role

As a Support Engineer, you’ll work first and second line, resolving customer issues with speed and clarity. Beyond day-to-day support, you’ll own the system: tooling, knowledge base, documentation, automation, and the bug feedback loop to Engineering and Product. When a problem is fixed, it’s fixed for good.

This role transforms support from reactive to proactive, improving product quality and customer experience. You’ll report to the Head of Operations and collaborate closely with Product, Engineering, and Onboarding, raising the bar on quality, tooling, and internal perception of support.

Core Responsibilities

Handle first- and second-line support across all channels.
Take full ownership of issues through to resolution, including root cause analysis.
Communicate clearly with customers and escalates to Engineering with precise context.
Focus on recurring issues, especially in integrations and data flows, to protect customer trust.

2. Fix Once, Fix for Always

Identify and resolve systemic issues, not just individual tickets.
Provide structured bug reports and product feedback to Engineering.
Track recurring issue reduction as a success metric and challenge workarounds.

3. Support Stack & Automation

Own support tools: configuration, workflow automation, and optimization.
Build automations and use AI to improve speed and consistency.
Monitor metrics and provide dashboards for team and leadership visibility.

4. Knowledge Base & Documentation

Maintain accurate, easy-to-use internal and customer-facing documentation.
Improve self-service through FAQs, troubleshooting guides, and onboarding materials.
Track effectiveness via ticket deflection and user adoption.

5. Cross-Functional Issue Resolution

Represent support in cross-functional discussions with data and recommendations.
Partner with Product and Engineering to prioritize fixes and roadmap items.
Keep Customer Success and Onboarding teams informed of active issues.

Required