Senior Technical Support Engineer

Amsterdam, Netherlands
Consultancy

JOB DESCRIPTION

Do you enjoy teamwork and are you focused on delivering excellent support? Are you a good listener with excellent communication skills and are you able to communicate with various types of stakeholders? Do you want to experience what working in a fast-growing tech company is? Our support team is growing, and therefore looking for a Senior Technical Support Engineer. 

Who is Relay42?

Relay42 has grown from a start-up to a champion in data marketing technology in Europe. We help top brands achieve a 360-degree view of their customers by connecting all data points and personalizing 1 to 1 communication across all channels and devices in a scalable way. We have become a market leader in the Netherlands, and we are now connecting the rest of the world.

Your role:

As a Senior Technical Support Engineer, you will be focusing on delivering excellent support in line with our SLA and according to ITIL standards. You are the driver of continuous improvement and you will take ownership to get the job done and help the team with best practices and guidance to make sure knowledge about usage of the platform is shared and available internally and externally. As we are growing the position of Technical Support Engineer is constantly changing which will bring great opportunities.

REQUIREMENTS

Your responsibilities:

Support (60%)

  • Provide internal and external support
  • Helps the team to improve by constructive feedback and sharing best practices and knowledge
  • Looking for ways to improve or implement (ITIL) processes and ticket monitoring
  • Monitors compliance with our SLA (time to respond, time to resolve, etc.)
  • Monitors and flags tickets that fall outside of our SLA (non-commercially covered, not requested by named contact persons, etc.)

Training, knowledge and usability (30%)

  • Improve the training methods and material
  • Provide training sessions and collaborate with others to provide them
  • Gather feedback on usability improvements and take ownership of addressing them internally
  • Take ownership of the knowledge base and other supporting material and extended and improved
  • Take ownership of incoming incidents, follow the process for swift solution and keep stakeholders informed

Incident management (10%)

  • Take ownership of incoming incidents, follow the process for swift solution and keep stakeholders informed

What are we looking for?

Our ideal candidate is a problem solver with a hands-on attitude and has at least 5 years experience in support preferably in a professional product-driven environment. The candidate has experience with tag management systems (JavaScript) and has knowledge of HTML and CSS. We are looking for someone who is fluent in English (verbal and written) and preferably also in Dutch. Ideally, the candidate has a background in Information technology or something similar. Experience with online marketing, ITIL, and incident management processes is a strong advantage.

What’s in it for you:

Competitive salary and great benefits. Working with a highly motivated team and last but not least, the opportunity to work in an informal environment with ample opportunities for professional development on projects that impact millions of consumers worldwide.

  • Pioneering entrepreneurial atmosphere
  • Training, conferences and personal development opportunities
  • A fun, dynamic workplace with everything from ping pong and foosball to a comfy relaxation room
  • Communal lunch & healthy and less healthy snacks all day long
  • Weekly bootcamp on location
  • Flexible working hours and workspace
  • A fun and connected community with monthly and quarterly meetings/events & Innovation week
  • Pension scheme
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