Job Description
About the role
The Support Engineer sits at the intersection of Customer Success and Engineering. They handle the full range of support tickets — from everyday user questions to technical investigations — and execute recurring technical operations (client migrations, SSO setups, configurations).
Our support team relies heavily on AI tools to accelerate investigation, drafting, and knowledge retrieval. As a result, communication skills weigh more than raw technical depth: we're looking for someone who writes clearly, thinks like a customer, and can leverage AI to handle technical complexity.
Key responsibilities
* Respond to day-to-day support tickets from end-users and client admins
* Handle L2 tickets escalated by the CSM team
* Investigate and reproduce bugs; escalate to Engineering with clean, actionable diagnoses
* Execute client data migrations and configuration changes
* Set up and troubleshoot SSO integrations (SAML, OIDC)
* Run SQL queries and basic scripts to investigate and correct data (with AI assistance)
* Assist clients with API-based integrations
* Document recurring issues and contribute to the internal knowledge base
Qualifications
Required skills
Communication (primary)
* Excellent written communication — the role is primarily writing
* Customer empathy combined with the ability to push back when needed
* Strong documentation habits
* Ability to prioritize across multiple tickets and SLAs
* Comfortable using AI tools (Claude, ChatGPT, Copilot) as part of daily workflow
Technical (working level is sufficient)
* Ability to read and adapt SQL queries
* Comfortable with REST APIs and tools like Postman
* Basic understanding of SSO concepts (SAML, OIDC)
* Willingness to read logs and learn observability tools (Datadog, Sentry, or similar)
* Git basics and ability to navigate documentation
Deeper technical skills are a plus but not required — we expect the candidate to grow into the technical side with AI assistance and team support.
Languages
* English: fluent (required)
* French or Dutch: fluent (at least one required)
* Additional European languages: a plus
Experience
* B2B SaaS experience preferred
* No specific coding background required
Nice to have
* Experience with ticketing platforms (Intercom, Zendesk)
* Familiarity with GDPR basics
* Exposure to mobility, proptech, or HR tech
Additional Information
What you'll get
* A salary package in line with your experience and skills
* Normal working hours — rest matters more than Red Bull
* Real autonomy and trust — your voice matters here
* A startup tackling a real-world, impactful challenge
* Flexibility: choose between employee or freelance
* Hybrid working: 1-2 days on-site
* Office in Louvain-la-Neuve and Brussels
Will you fit in our culture?
We have offices in Brussels and in Louvain-la-Neuve but we work more from home than from the office. Although not a stated objective, we have an equal number of men and women. We are very protective of our work-life balance yet very committed to company success. We contribute annually to our favourite charitable or socially responsible causes that we choose in a fun team event. We make a point of delivering quality, we want to be a profitable company but we reject common corporate bullshit and greenwashing. We are Commuty!
INTERESTED?
Apply !
If your application is selected we will get in touch to organize:
* Screening call of 30min
* Case
* In-person/videocall Case review interview of 1hr
* Fit interview with our co-founders of 1 hour
Talk soon!