Technical Support Engineer
Our Implementation & Support department is looking for a new colleague! Are you looking to support our customers to the best of your abilities, are skilled in technical troubleshooting a native and web app and have sharp analytics skills to deep dive in root cause, then this is the job for you!
.Mapiq is a workplace experience platform that supports the workplace leader to create a meaningful workplace. This is achieved through real-time data and IoT technology, allowing our customers to make data-driven decisions on their real estate. In recent years we are proud to have helped customers such as PwC, Booking.com, Microsoft, Rio Tinto and Virgin Media O2 in their offices.
In the current day and age, traditional support can feel very old-fashioned. As our product is maturing, we should show our Support Experience. Adhering to a conversational support model, focused on a support experience in which pro-active and self-serve support options are key, but the human support remains a crucial part. Customers should feel empowered after they have been in touch with Support and feel confident in working with Mapiq in the future.
Therefore, Mapiq is looking for an energetic colleague that can give our customers the best support experience. Our new colleague will be the main contact person for our customers and will act as a 1st and 2nd line support. Requests are diverse from simple functionality questions to diving into the code-base and cracking the cause of a bug, we’re looking for somebody that gets energy in doing both!
So, what can you expect as a Technical Support Engineer?
Analyze and triage in coming tickets.
Taking ownership of resolving the issues from basic questions to complex queries.
Manage tickets on the backlog in our ticketing system.
Work in a dynamic environment in which you’ll collaborate with peers cross-department.
Ensuring that support meets the expectation set in our Support Policy.
Dive into ticket trends and be involved in giving feedback to optimize the Customer Experience.
Write technical documentation where applicable on how to troubleshoot.
Work and contribute to a conversational support model in which pro-active and self-serve support are crucial elements next to human support.
Head of Implementations & Support
Implementations & Support Engineer
DevOps Engineer
Implementations Engineer
We try to keep it realistic, but if we have to describe our perfect candidate, it would be someone who has experience as a senior support engineer (or similar job) within a SaaS B2B company.
Next to that you have:
A bachelor University degree (HBO) in an IT related field
Senior Support Engineer with experience within the SaaS business.
Strong in analyzing soft- and hardware related issues, such as replicating problems and identifying (root) causes.
You’re familiar with reading through source code, can find your way around databases and can create basic scripts or tools for troubleshooting purposes.
Effectively and independently resolve reported issues on the platform.
Ensuring that support meets the expectation set in our Support Policy.
Are able to coordinate and effectively communicate cross-teams. Examples of other teams would be the Development and Customer Success department.
Challenging the status quo by outlining ticket trends, giving product feedback and keeping our product free from bugs.
Write technical documentation where applicable on how to troubleshoot.
A multitasker that can balance many different cases from low to high urgency and from basic to very complex queries.
Can deal with high-pressure situations that can arise when the app is experiencing problems.
Optimize the current support flow and explore new channels and methods to optimize the customer experience, in-line with our conversational support model (e.g. proactive support, self-serve and human support).
We are working in an industry that is going sky high, and we wouldn’t be able to keep up without the talented people we have at Mapiq. We always strive to hire people that bring their own ideas, background and culture to help us raise the bar.
A passionate team that is aiming for a great customer experience.
The freedom of a hybrid working environment: come to the office for 40% your working time, specially on our Thunder Thursdays to meet the Mapiq team!
Enjoy 1 month of workation from anywhere in the world
We think work is about reaching goals and developing yourself professionally and personally. We care about your well-being and offer free mental health support.
We have 50+ employees who have built a strong community of board game enthusiasts, sports fanatics, coffee lovers, and more! Be yourself and have fun!
Competitive pay: to us, that means that we pay you what seems fair to us, based on your current experience and skills. We’ll discuss salary with you during our first interaction to ensure you know what to expect.
Free use of our in-house gym and join together with your colleagues a Mapiq Moves training session hosted by one of the personal trainers of MiFit.
Please let us know if you think specific tools or devices should be part of your job offer. We will also provide you with €300 reimbursement to improve your home office, so you'll always be comfortable!
And of course, we provide a pension plan, 25 vacation days, and travel reimbursement.
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We will review your application and invite you for a call with our people & culture team, if we think there could be a match. After this, you can expect three rounds: two virtually and one at the office. A case assessment might be part of the interview process. You will also meet your future team lead, Thijs.