Technical Support Specialist

Aquablu; Amsterdam; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

26 paid holiday days

Equity through Aquablu for All

Healthy lunches

Urban Sports Club membership

Travel compensation (>10km)

Pension plan by Zwitserleven

Corporate Benefits platform access

Endless supply of flavoured water

Job summary

Aquablu is seeking a Technical Support Specialist in Amsterdam to own the technical reality of REFILL+ systems across our deployed base in 16 countries, including customers like Heineken, Adyen and Marriott. You will be one of two tech experts supporting direct customers and dealer networks, reporting to the Head of Customer Success & Experience.

The role emphasizes automation, preventive maintenance, and building knowledge while helping field teams diagnose and fix complex hardware and firmware

Qualifications

• 2+ years in technical support on physical products.
• Structured troubleshooting with decision trees and telemetry.
• Fluent in English for international collaboration.
• Ability to teach partner technicians.
• Documentation habit: treat tickets as data records.

Responsibilities

• Be the technical escalation point for complex hardware and telemetry cases.
• Enable partner technicians by diagnosing issues with dealer/reseller teams.
• Monitor telemetry signals to catch problems before they reach customers.
• Plan remote engineer visits with required parts via Service Planner.
• Log failures with detailed data to enable preventive maintenance.
• Maintain and build knowledge bases and training content.
• Collaborate with AI team on tooling and trigger pipelines.

Skills

Technical troubleshooting

IoT / connected devices

English proficiency

Communication skills

Tools

Telemetry systems

Service Planner

AI tools

Job description

Who we are

We're a smart hydration company rebuilding an industry that still runs on sugar water and single-use packaging.
Filtered water, functional flavors, zero bottles. Still, sparkling, cold, and hot. All poured from one tap. We create hydration people want to reach for, starting with the workplace where we help teams thrive.

Growing that fast and thriving comes down to our people. Our team is our biggest asset and one that we’re proud of. We’re committed to maintaining our vibrant culture as we continue to grow.

• Technical Support Specialist
• Amsterdam, Netherlands

About the Role

Most technical support jobs are ticket jobs that grow with the company. This one is the opposite. About half of what reaches us can be automated, and we're automating it. The other half is physical: CO₂, leaks, flavour lines, parts and service visits. No agent fixes a regulator.

As automation takes the simple work away, what's left is more concentrated. This role gets more specialized as it succeeds.

You'll own the technical reality of our REFILL+ systems in 16 countries, at companies like Heineken, Adyen and Marriott. You'll be one of two technical experts covering our entire installed base as peers, across direct customers and our dealer and reseller network. You'll report to our Head of Customer Success & Experience.

What You’ll Do

• Be the technical escalation point. Take on complex hardware, firmware-adjacent behaviour, connectivity and telemetry cases for every customer and partner.

• Enable partner technicians. Diagnose and resolve issues alongside dealer and reseller field teams, so they can fix it themselves next time.

• Catch problems before customers do. Work our AURA and telemetry triggers (leaks, error clusters, zero usage, offline systems, empty flavour boxes), and judge which signals are real and which are noise.

• Know when to send an engineer. Recognise when remote diagnosis has run its course, and plan the visit in Service Planner with the values and parts needed to fix it first time.

• Log every failure properly. Error code, conditions, what was tried and what fixed it, plus serial, firmware, install date and environment. This is the data that makes preventive maintenance possible.

• Build the knowledge. Keep our decision trees, error-code library, knowledge base and technical training content current.

• Build the automation. Work with our AI team on the tooling and trigger pipelines support runs on. You help build them, not just use them.

What You’ll Bring (Must-Have)

• 2+ years in technical support on physical products, not a software-only helpdesk. You're comfortable with hardware, pressure, flow, sensors and firmware behaviour. IoT or connected-device experience is a big plus.

• A structured way of troubleshooting. You work a method, follow and extend decision trees, and read telemetry well enough to spot when the data tells a different story than the customer.

• Fluent in English, since you work with international colleagues and partners.

• You can teach, not just fix. Half of this job is training partner technicians to solve issues in the field themselves.

• You document by default. You build and maintain knowledge bases, decision trees and training content, and you treat a ticket as a data record, not a conversation.

• AI-fluent from day one. You use AI tools as designed, build your own repeatable workflows, and know where output needs checking before it reaches a partner.

• Calm and clear under pressure. Empathetic on the phone and plain-spoken in writing, you can explain the complex simply to a non-technical customer and a technical dealer in the same hour.

Nice to Have

• A second European language: German, Dutch, French, Spanish or Swedish. You'll support partner technicians across our network.

• Experience working with dealers or resellers

• A background in water, beverage, coffee or vending equipment

• SQL or data skills for spotting patterns

Why join us?

You will be part of a young, fun and ambitious team which aims to change the way people consume water!

A salary base of 40-55k€(incl. 8% holiday allowance)

26 paid holiday days

Equity through our Aquablu for All plan — everyone shares in what we’re building

Healthy (heavily discounted) lunches

Urban Sports Club membership

Access to the Corporate Benefits platform for endless savings

Travel compensation >10km

A pension plan by Zwitserleven.

Endless amount of our very own flavoured water!