Support engineer emea

• Customer Support:

• Act as the primary technical point of contact for customers, handling incoming support requests via email, chat, or phone.
• Investigate, diagnose, and troubleshoot customer issues related to the platform, ensuring timely resolution.
• Provide clear and thorough explanations of technical concepts to non-technical customers.
• Escalate unresolved issues to the appropriate development or technical team, while keeping customers informed throughout the process.

• Technical Tasks & Issue Resolution:

• Perform basic debugging, issue analysis, and troubleshooting, including reviewing system logs and identifying root causes of problems.
• Collaborate with the development team to replicate issues, understand software updates, and provide feedback for product improvements.
• Test new features, releases, or updates and provide feedback based on customer-facing scenarios.

• Collaboration with the Development Team:

• Work closely with the development team to communicate customer feedback, technical problems, and feature requests.
• Participate in cross-departmental collaboration to identify recurring issues and suggest potential improvements or solutions.

• Documentation and Knowledge Sharing:

• Maintain and update support documentation, FAQs, and internal resources to help resolve common issues quickly and efficiently.
• Contribute to creating knowledge base articles and best practice guides for customers and internal teams.

• Customer Experience & Relationship Building:

• Foster strong, positive relationships with customers, ensuring they feel supported and valued throughout their journey.
• Proactively reach out to customers to offer assistance and ensure continued satisfaction with the product.

• Continuous Learning & Improvement:

• Stay current with industry trends, AI technologies, and product updates to ensure the highest level of support.
• Actively contribute to internal discussions to improve support processes and enhance customer satisfaction.

Why Join Us? This is your chance to be part of a forward-thinking company that is revolutionizing recruitment with AI-driven solutions. With leadership that brings 15+ years of SaaS and recruitment tech experience, you'll be joining a fast-moving, high-potential environment.

• 2+ years of experience in a technical support or customer support role, ideally in a B2B SaaS environment.
• Familiarity with AI-driven platforms, recruitment technologies, or HR tech is a plus.
• Proven ability to troubleshoot software, platform, and technical issues in a fast-paced environment.
• Both Dutch and English on a professional level.

Skills

• Strong technical troubleshooting skills, with the ability to diagnose and resolve issues related to software, systems, and integrations.
• Basic technical literacy on topics like the ability to read JSON structure, knowledge of the basics of API integrations, and familiarity with database structures, etc.
• Excellent written and verbal communication skills with the ability to clearly explain complex concepts to non-technical users.
• Strong attention to detail and ability to prioritize and manage multiple tasks efficiently.
• Experience with tools such as JIRA, Zendesk, or similar issue-tracking platforms is a plus.
• Familiarity with API integrations and cloud-based services is a plus., * A customer-centric mindset with a passion for helping others.
• Proactive, self-motivated, and solution-oriented, with the ability to think critically and work independently.
• Strong collaboration skills with the ability to work effectively across teams.
• Ability to thrive in a fast-paced, evolving startup environment., * A degree in Computer Science, Information Technology, or a related field, or equivalent experience, is preferred.

• Competitive compensation package: Be rewarded for your impact.
• Stock options: Share in our growth and success.
• Top-tier tools: MacBook Pro and a personal development budget.
• Flexibility: Enjoy a hybrid work setup.
• Career Growth: Opportunity to advance in a growing, innovative company.

Join Carv and be part of the future of recruitment!

At Carv, we're at the forefront of developing cutting-edge SaaS solutions tailored to the recruitment services industry. Our platform empowers recruitment agencies and in-house teams to optimize their operations, eliminate admin, and deliver unparalleled value to their clients and stakeholders.