We’re looking for a hands-on Customer Support / Customer Experience Engineer to join our Customer Success team. You’ll be the go-to person for incoming support questions, helping customers get unstuck quickly and feel confident using our product.
This is a high-ownership role with real impact on both the company and our clients. You’ll solve day-to-day issues, improve how we support customers (internally and externally), and help shape how our support function scales as we grow. Great fit for someone with a few years of SaaS support experience who’s keen to learn, grow fast, and take responsibility from day one.
What you’ll do
* Own the end-to-end customer support experience, from first ticket to final resolution
* Set up and improve support processes, SLAs, and tools to deliver a top-level customer experience
* Investigate technical issues and work closely with Engineering to get them resolved quickly
* Communicate clearly and proactively, so customers always feel supported and in good hands
* Monitor customer usage (conversations, logs, activity) and step in to drive engagement and value
* Partner closely with the Customer Success team to improve customer health and satisfaction
* Create and maintain Help Center content, guides, and FAQs so customers can self-serve
* Work with Product and Engineering to highlight product improvements and help prioritize the roadmap based on customer feedback
* Build strong internal and external documentation to make knowledge easy to access
What we’re looking for
* 3+ years of experience in a SaaS support or customer-facing technical role
* Comfortable analysing technical logs; bonus points if you know your way around JSON and technical configurations
* Genuine care for customers — you take ownership and want them to succeed
* Friendly, clear, and confident communicator who makes complex things feel simple
* Strong problem-solver who enjoys digging into issues and finding answers
* Fluent in English plus Dutch or French
* Curious, adaptable, and comfortable in a fast-moving, evolving environment
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