Technical Support Engineer

Septentrio

Leuven, Belgium

The Job

As Support Engineer you are responsible for 2nd tier case management of Septentrio products and services.

Your mission

In this role, you'll quickly and efficiently handle escalations to ensure customer satisfaction while solving complex technical puzzles through data analysis, troubleshooting, and issue replication.

You'll provide first-line support to customers in regions without local support, and deliver training on our products and support processes. Additionally, you'll equip our Field Application Engineers (FAEs) with the knowledge they need to excel, and actively participate in research and development to ensure customer needs are integrated into product evolution.

You'll maintain and document our technical infrastructure, including support portals, knowledge bases, and key platforms like Salesforce and JIRA. As a Salesforce go-to person, you'll take ownership of customer support topics, drive improvements, and help resolve technical issues.

Your role will also involve driving continuous improvement of the software and hardware tools used by both internal and external stakeholders, while creating and updating technical support documentation, such as FAQs and knowledge bases. You'll also get hands-on by participating in benchmarking, physical investigations, and data collection, helping us stay ahead of the curve.

Your qualifications

You hold a master’s or technical bachelor’s degree in electronics, computer science, Geomatics or equivalent.

In addition to that, we’re looking for someone who is tech-savvy, with a strong understanding of software and hardware integration. You should have an analytical mind, capable of diving deep into data analysis.

Being a team player with a customer-oriented attitude and great interpersonal skills is essential. Clear communication is key.We value proactive problem solvers who take ownership of technical issues and proactively create resources for self-help. While proficiency in English is a must, additional languages are a plus and will set you apart.

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