Technical Support Specialist (on-location or hybrid)

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

Join us at Entrust

At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting‑edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

Technical Support Specialist Role

As a Technical Support Specialist, you are responsible for handling technical, complex, and non-standard issues related to our SaaS platform. This position needs to be located in the Haarlem office a minimum of 3 days a week, typically Monday, Tuesday, and Wednesday. You will act as an escalation point for cases raised by L1 when further investigation or deeper technical analysis is required. You serve as the link between Support and Product, Engineering, and DevOps, ensuring that technical issues are properly analysed, communicated, and followed through to resolution. As part of the team’s operating model, you also participate in the L1 shift rotation, helping maintain continuity of support and staying close to day‑to‑day customer needs.

Key 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

Your Position in the Team

You are part of the Technical Support team and contribute to both daily support operations and advanced technical resolution. You participate in the L1 shift rotation, support the team with technical guidance, and take ownership of more complex investigations and escalations when needed. You collaborate closely with Level 1 Support, Product Management, Engineering / DevOps, and Customer Success. You play an important role in ensuring that technical knowledge is shared across the team and that customer issues lead to structural improvements.

Who You Are

• 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
• Strong problem‑solving mindset with attention to detail
• Able to translate technical findings into clear explanations for customers and colleagues
• Excellent communication skills in Dutch and English
• Proactive and able to take ownership of complex cases
• Nice to Have: Experience with digital signing / identity / security platforms
• Nice to Have: Familiarity with tools such as Intercom, Jira, and monitoring/logging tools
• Nice to Have: Experience working with developers or participating in incident/problem management
• Nice to Have: Experience in customer‑facing technical calls or pre‑sales support

What you can expect when you join our team

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning‑forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on‑site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
• We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

Entrust is an EEO/AA/Disabled/Veterans Employer.

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [e-mail].