Sr Technical Support Engineer Full Time

Join us in creating software that matters

WCC has changed lives since 1996. We are a group of highly ambitious professionals who believe in the greater story. WCC is more than just a software organization, we are a community that strives for improving human life. We provide software that matters.

Our product is an advanced Search and Match engine used in solutions for the private and public sector.

We specialize in:

• ID & Security Solutions – WCC enables governments to manage large volumes of Identity and Security data. Protecting borders and citizens while providing legal identity for all
• Employment Solutions – WCC enables Public and Private Employment Services to match people quickly and expertly with suitable and sustainable jobs

What’s in it For You?

Our team – Our people believe that unity is one of our strengths. So, if teamwork is important for you, we trust you will enjoy working in a team where people feel welcome, valued, and respected.

Work environment – We focus on talent and possibilities, not limitations. We love challenges and exploring new creative horizons. WCC has a diverse environment that gives every person the freedom to express their ideas.

We want to give you the conditions to do your best work, so here are the Perks and Benefits we provide:

• Competitive salary
• Pension plan
• Disability insurance
• Coverage of transportation costs
• Visa sponsorship and 30% ruling support (if applicable)
• 26 vacation days
• Personal development opportunities
• Dutch training
• Hybrid working from home / working from the office policy
• Home office budget
• An opportunity to create an international and diverse network.

Your role as a Senior Technical Support Engineer in our Customer Success & Delivery team
As our Senior Technical Support Engineer in our Dutch Headquarters in Utrecht, you will bring customer support to the next level, to stay in line with our global ambitions. Together with a global team of professionals, you are responsible to provide excellent first- and second-line support to our clients. In this role you report to our Head of Customer Success & Delivery.

Responsibilities

• Implement troubleshooting methodologies to resolve complex technical issues across a variety of IT infrastructures
• Participate in managing incoming support tickets – Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from customers experiencing technical problems
• Resolve technical issues independently when possible or delegate to the appropriate parties, monitoring follow-up within established guidelines and SLA’s.
• Utilize scripting abilities to automate tasks, enhance system performance and enable efficient problem-solving
• Leverage knowledge of network protocols, APIs and security principles to maintain system reliability and optimize user experience
• Coordinate communication between customers and other departments within the company to ensure that all issues are addressed in a correct and timely manner.
• Initiate customer contact, escalate to appropriate parties and resolve incidents
• Propose and implement improvements to procedures and service processes, contributing to stakeholder satisfaction.
• Monitor the progress of the support desk’s day-to-day operations, proactively identifying bottlenecks and potential issues.
• Provide input and proposals for improvement to the Head of Customer Success & Delivery, considering your own expertise and the integration with other business processes.
• Develop and maintain a digital knowledge base of frequently occurring customer questions and their correct answers

In order to be successful in this role, you should have:

• A bachelor’s degree or equivalent years of working experience/certifications, preferably in a technical direction.
• At least 3 years of experience working in a Support Engineer role, with a strong focus on solving technical problems.
• Proficient understanding and practical experience with Unix-like systems, as evidenced by familiarity with common system commands, tools, and practices.
• Competence in handling diverse IT environments, including cloud and on-premise setups, container orchestration platforms, and network configurations.
• Adequate level of understanding of Internet protocols and security fundamentals.
• Pro-active personality, able to drive progress and solutions across teams.
• Strong focus on processes, and where we can do better.
• Strong organizational skills and structured way of working.
• Have a professional level of English, both written and verbal.

Bonus points for

• Having a good sense of humor
• Adequate level of Spanish
• Relevant industry certifications in system administration, networking, or cybersecurity
• Experience with IT operations automation tools and frameworks
• Knowledge of a major cloud computing platform

Sounds good?

Upload your motivation and resume in English and let’s talk!