Technical Support Engineer

Position Overview:

We are seeking a skilled and motivated Technical Support Engineer to join our dynamic team, in The Netherlands. As a Technical Support Engineer, you will be at the forefront of solving intricate issues that our customers encounter, requiring deep product knowledge and technical expertise. You will collaborate closely with our Product Managers and Engineers to ensure timely and effective resolution of customer issues within our SLA.

If you are of the same mindset, speak fluent English, and have an affinity for the customer experience and technology please read further, this might be something for you. For us the satisfaction of our clients is everything. We want their queries to be handled most efficiently and feel as little discomfort as possible.

You will be working in an international team, located in Amsterdam, Boston, San Francisco, and Melbourne. You will become the go-to person for the users of our product worldwide daily. It will be your job to make sure that we always find a solution to their problems. Your daily tasks will include communication with the reporter of the ticket, but also technical investigation, troubleshooting, and cooperating with our technical development department on fixes. Moreover, since we are continuously looking for improvements in efficiency, scalability, and service, you will be able to actively participate in the development and growth of the department by sharing your ideas.

Our Support teams (25 FTE globally) are the face of Bynder for our clients every day. They are dealing with complex tickets, often including API and Integrations. The culture in the small teams is strong, friendly, and fun.

Key Responsibilities:

• Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
• Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
• Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.
• Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
• Continues self-study on the product to stay up to date on the newest features and changes.
• Consult and share your knowledge with colleagues, both within Support and other departments.
• Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role, preferably within a SaaS environment.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed technical investigations.
• Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
• Fluency in English. Dutch, French, or German as an additional language is a plus
• Familiarity with support ticketing systems and documentation tools.
• Ability to work independently and as part of a global team, managing time effectively across different time zones.
• Customer-focused mindset with a commitment to providing exceptional support.
• Proactive attitude, with time management, prioritization, and organizational skills
• You are ready to work at least Wednesdays in our Amsterdam office. Other days are optional to come to the office, or work from home (except the first month to follow training in the office)

Why you'll love Bynder!

At Bynder, innovation is in our DNA. We've worked hard to build an environment that promotes creative thinking and self-initiative within a culture of fun. It’s common to find colleagues hanging out after work - if you believe in "be nice, work hard, have fun", you'll have an office full of friends.

What we have:

• Challenging and inspiring work environment
• Flat hierarchy where your voice will be truly heard
• Opportunity to initiate your own projects
• An experienced team is ready to welcome you anytime
• Unlimited vacation policy
• Competitive monthly compensation
• Apple gear
• Daily lunch
• Drinks at the Bynder Bar :-)
• Amazing office in the heart of Amsterdam

Our Commitment:

Bynder Love is the principle that guides the way we grow our teams, support our employees, and celebrate our differences.  At Bynder we strive to create a culture that embraces every Byndie because differences in background, experience, and perspective make Bynder even better.  At Bynder a diverse, inclusive, and equitable workplace is one where all employees, whatever their ethnicity, color, sex, age, religion, disability, sexual orientation, gender identity, national origin, or physical and mental ability are valued and respected. Our commitment is for all Byndies to have the freedom to be their true authentic selves.

Just as we are never finished innovating, Bynder’s commitment to being An Even Better Bynder is a constant, evolving commitment that includes education, listening, and action.