Technical Support Specialist

Entrust
Netherlands
Workplace: HybridFull timeFunction: IT Support & HelpdeskSkills: ["Communication","Problem-solving","Attention to detail","Ownership","Technical troubleshooting"]

Handle escalated, complex issues for a SaaS platform, acting as an escalation point from L1 when deeper technical analysis is needed. Investigate problems using logs, monitoring tools, and system data; troubleshoot API integrations, authentication, and document processing; and collaborate with Product, Engineering, and DevOps to resolve bugs and incidents. Participate in L1 shift rotation and knowledge sharing, and provide advanced technical support to customers and partners.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Entrust
Entrust
1 day ago

Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Handle escalated, complex issues for a SaaS platform, acting as an escalation point from L1 when deeper technical analysis is needed. Investigate problems using logs, monitoring tools, and system data; troubleshoot API integrations, authentication, and document processing; and collaborate with Product, Engineering, and DevOps to resolve bugs and incidents. Participate in L1 shift rotation and knowledge sharing, and provide advanced technical support to customers and partners.
Location: Netherlands
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Handle escalated tickets from L1 involving complex or unclear technical issues.
  • •Perform in-depth investigations using logs, monitoring tools, and system data.
  • •Troubleshoot complex issues related to API integrations, authentication, document processing, and platform behavior.
  • •Coordinate with Product, Engineering, and DevOps to resolve bugs and incidents, including incident management updates.
  • •Support customers and partners with advanced technical questions and contribute to knowledge base documentation and L1 knowledge sharing.

Key Requirements

  • •Experience in technical support or a similar role, as a medior to senior professional.
  • •Strong understanding of SaaS platforms and system architecture.
  • •Hands-on experience with APIs and integrations, including authentication flows.
  • •Ability to analyze logs and debug technical issues with attention to detail.
  • •Excellent communication skills in Dutch and English, translating technical findings into clear explanations.
Experience:SaaS
Skills:CommunicationProblem-solvingAttention to detailOwnershipTechnical troubleshooting
Languages:DutchEnglish
Tech Stack:SaaSAPIRESTAuthenticationLogsMonitoringIntercomJira

Company Brief

Entrust
Provides identity, authentication, and secure transaction solutions including public key infrastructure (PKI), digital certificates, encryption, and secure issuance for payments, mobile, and enterprise environments to protect digital identities and critical communications.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Minneapolis, United States
Founded: 1994
WebsiteLinkedIn