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Customer Support Engineer

  • On-site, Hybrid
    • Culemborg, Utrecht, Netherlands

Job description

About Assai

Assai Software Services offers a diverse and flexible job in a growing international organization with good future perspectives. At work, we have an informal culture with a team-spirit and hands-on environment, where good employment conditions apply.

Assai is an innovative organization where you have the opportunity to shape your own tasks and responsibilities, taking the organization objectives into account. The position is based at our Culemborg office, and we are looking for a full-time employee (40 hours).


Assai brings clarity to complexity.

The Role

The Customer Support Engineer supports- and troubleshoots all application related issues, provides timely customer feedback, and supports the roll-out of new applications, among other duties. Moreover, the Customer Support Engineer needs to talk to customers directly, thus requiring excellent written and verbal communication skills. Creating written documentation is also part of the job. This Engineer is technical – as well as functional skilled with excellent interpersonal qualities.

Key Responsibilities

  • Acquire functional/technical knowledge regarding company product and services.

  • Identify software solutions while supporting a complex proprietary system.

  • Analyze incidents, problems & service requests, propose solutions and help implement them.

  • Troubleshooting various operational issues, including gathering of application logs

  • Reproduce customer issues to allow compiling a comprehensive problem description for the development team

  • Be responsible for tickets’ escalation and follow up.

  • Support the roll-out of new software releases.

  • Contribute to improvement of the Customer Support knowledge base by regularly capturing lessons learned in knowledge base articles for internal and external use

Common Customer Support tasks like:

  • Signaling of functional and technical incidents and threats in a timely manner.

  • Logging incidents and service requests via ticketing tool.

  • Directing communication by screen sharing sessions, MS-Teams, phone or email with clients when these are necessary to expedite investigations.

  • Providing accurate customer feedback on regular basis and following up until issue is resolved.

  • Handle support requests within the predetermined SLA’s (Service Level Agreements

Additional Information

  • Work location is our office in Culemborg.

  • Full-time, fixed employment (40 hours / week)

  • Working hours: 9AM – 6PM CET

  • Hybrid working mode

  • Competitive salary and conditions.

Our Values

We foster empowerment and like to stimulate a ‘can do’ mentality by also being supportive of each other and our customers. By closely working together, we are continuously looking for improvements, which will support our effectiveness in our roles.

Job requirements

Education & Experience:

  • Degree in Computer Science or Information Systems.

  • Minimal 3 – 5 years’ experience in the same role

  • Preference for at least ITIL V3 certification

  • Certification in Microsoft & Linux is advantageous.

  • Knowledge and experience with on-premises and (Azure) cloud environments are preferable.

Skills:

  • Possesses technical skills including:

    • Reading logs and stack traces.

    • Basic understanding of JSON and/or YAML

    • Basic understanding of PowerShell or CMD scripts

    • Understanding of browser security

    • Familiarity with servers, databases, communication protocols, HTML, OS, and environment variables.

  • Ability to explain complex ideas to those with limited IT and systems knowledge

  • Enjoy supporting people, be empathetic and provide quality service

  • Ability to multi-task, organize, and prioritize work.

  • Investigation and diagnostic skills (be like Sherlock Holmes)

  • Excellent customer service skills

  • Exceptional verbal and written communication skills

  • Knowledge of relevant tools (e.g. Customer Support software) and applicable software programs.

  • Flexible and able to work independently, but also in a team.

  • Fluent in English, Dutch language skills are a plus.

Competencies:

Communication, Collaboration & Professional Behavior

  • Clear communicator – Conveys information concisely and professionally, both verbally and in writing, across cultures and time zones.

  • Customer-centric collaborator – Works effectively with customers and internal teams (Engineering, Product, QA) to resolve issues and share insights.

  • Knowledge sharer – Documents solutions and contributes to team learning and continuous improvement.

  • Adaptable and resilient – Remains calm, flexible, and solution-oriented under pressure in a fast-changing SaaS environment.

  • Accountable team player – Takes ownership of outcomes, manages time effectively, and supports a positive, cooperative team culture.

  • Learning-oriented – Actively seeks feedback and quickly acquires new technical and product knowledge.

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