Technical Support Specialist

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

Handle escalated, complex, non-standard issues for a SaaS platform, acting as the escalation point for Level 1 cases. Perform deep investigations using logs, monitoring tools, and system data, troubleshooting problems across API integrations, authentication, document processing, and platform behavior. Partner with Product, Engineering, and DevOps to resolve bugs and incidents, participate in incident management, and support customers with advanced technical questions while contributing to documentation and knowledge sharing.

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FursaFursa
Entrust
Entrust
4 days ago

Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle escalated, complex, non-standard issues for a SaaS platform, acting as the escalation point for Level 1 cases. Perform deep investigations using logs, monitoring tools, and system data, troubleshooting problems across API integrations, authentication, document processing, and platform behavior. Partner with Product, Engineering, and DevOps to resolve bugs and incidents, participate in incident management, and support customers with advanced technical questions while contributing to documentation and knowledge sharing.
Location: Netherlands
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Handle escalated tickets from Level 1 involving technical or unclear issues.
  • •Conduct in-depth investigations using logs, monitoring tools, and system data to identify root causes.
  • •Troubleshoot complex issues related to API integrations, authentication, document processing, and platform behavior.
  • •Collaborate with Product, Engineering, and DevOps to resolve bugs and incidents, including follow-up and timely communication.
  • •Support incident management and customer/partner technical questions, and contribute to knowledge base documentation and L1 shift coverage as needed.

Key Requirements

  • •Experience in technical support or a similar role, at a medior to senior professional level.
  • •Strong understanding of SaaS platforms and system architecture.
  • •Experience with APIs and integrations, including REST and authentication flows.
  • •Ability to analyze logs and debug complex technical issues.
  • •Excellent communication skills in Dutch and English.
Experience:SaaS
Skills:Problem-solvingAttention to detailCommunicationOwnership
Languages:DutchEnglish
Tech Stack:SaaSAPIsRESTAuthenticationIntercomJiraLogsMonitoring

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