Technical Support Specialist

As a Technical Support Specialist you are responsible for handling technical complex and non-standard issues related to our SaaS platform. You act as an escalation point for cases raised by L1 when further investigation or deeper technical analysis is required.

You serve as the link between Support and Product Engineering and DevOps ensuring that technical issues are properly analysed communicated and followed through to resolution.

As part of the teams operating model you also participate in the L1 shift rotation helping maintain continuity of support and staying close to day-to-day customer needs.

Key Responsibilities

• Handle escalated tickets from L1 involving technical or unclear issues

• Perform in-depth investigation using logs monitoring tools and system data

• Troubleshoot complex issues related to API integrations authentication document processing and platform behaviour

• Identify root causes and document findings clearly for internal and external stakeholders

• Work closely with Product Engineering and DevOps to resolve bugs and incidents

• Actively follow up on escalations and ensure timely resolution and communication

• Support customers and partners with advanced technical questions (APIs integrations configurations)

• Participate in incident management (analysis communication status updates)

• Provide technical input during customer calls onboarding sessions or escalations where needed

• Contribute to internal knowledge base and documentation (FAQs training materials onboarding guides)

• Support L1 team with knowledge sharing and guidance on complex topics

• Identify recurring issues and propose improvements to product or processes

• Provide backup support to L1 when required including participation in L1 shifts to help maintain service continuity

• Assist with first-line triage and customer-facing support when operational needs require additional coverage

Your Position in the Team

You are part of the Technical Support team and contribute to both daily support operations and advanced technical resolution. You participate in the L1 shift rotation support the team with technical guidance and take ownership of more complex investigations and escalations when needed.

You collaborate closely with:

• Level 1 Support

• Product Management

• Engineering / DevOps

• Customer Success

You play an important role in ensuring that technical knowledge is shared across the team and that customer issues lead to structural improvements.

Who You Are

• Medior to senior professional with experience in technical support or a similar role

• Strong understanding of SaaS platforms and system architecture

• Experience with APIs and integrations (REST authentication flows etc.)

• Comfortable analysing logs and debugging technical issues

• Strong problem-solving mindset with attention to detail

• Able to translate technical findings into clear explanations for customers and colleagues

• Excellent communication skills in Dutch and English

• Proactive and able to take ownership of complex cases

Nice to Have

• Experience with digital signing / identity / security platforms

• Familiarity with tools such as Intercom Jira and monitoring/logging tools

• Experience working with developers or participating in incident/problem management

• Experience in customer-facing technical calls or pre-sales support

For US roles or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds and we strive to provide an accessible experience for candidates of all abilities.

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