We are looking for a hands-on Product Support Engineer (IT Service Desk).

Docbyte’s customers include banks, insurance companies, healthcare organisations, public and private enterprises. Docbyte helps them to process and preserve their most important communication and information assets.

Docbyte is the fist company in the world to become recognized as a Qualified Trust Service Provider for Electronic Arciving.

Docbyte’s customer success team wants a new member: as a Technical Support Engineer, you fulfil an essential role in helping our customers: you manage the cloud applications, you fix technical issues and implement changes. You are also part of the Docbyte quality assurance effort (so yes, you could become a part-time test engineer as well).

Your role & responsibilities

• You deliver technical support (2nd line, not end users) to Docbyte customers on cloud and on-premises environments.
• You troubleshoot and diagnose reported issues and identify the cause and solution.
• You help customers via the Docbyte Support (ticketing) platform. When a ticket requires it, you call the customer or organise a videocall to deep dive into a specific issue.
• You provide prompt, accurate and complete feedback to customers, both oral and written.
• You respect the SLA’s and react to customer requests within the pre-defined time.
• You identify and escalate engineering issues (that’s “bugs” to you and me) and provide developers with the necessary information for them to fix those issues in code.

Requirements

• You preferably have a bachelor degree in IT – or equivalent through experience. You are interested in software and software testing.
• You have working practice with JIRA and Confluence
• Ideally, you are familiar and have experience with different technologies/tools/frameworks:
• AWS, networking, Linux (incl. CLI commands), Windows
• XML, JSON, REST services, Postman
• You are conversational in English, both oral and written. Speaking/writing Dutch and/or French is an asset.
• You enjoy working on different things at the same time throughout the day.
• You are a people person, enjoying frequent and varied contacts with different people.
• You are proactive and don’t need micro-management.
• The concepts of “data extraction” and “digital preservation” do not scare you. On the contrary, you are intrigued.

If you don’t meet all the requirements, but you are confident you can do the job, you may still be the one we’re looking for. We like confidence 😉

What do we have to offer:

• Great colleagues who work towards the same goals as you.
• The opportunity for personal development and growth.
• Room for personal initiative and a welcoming ear to good ideas.
• A mixed on-site/remote work environment.
• A comprehensive onboarding process that lets you get familiar with the job, the company, the products and the customers before starting the actual job.
• The opportunity to work with state-of-the-art solutions in Information Management with a company that’s going for gold.
• A competitive salary that matches your experience, skills and responsibility.
• An attractive extra-legal benefits package.