Support Engineer - Teamleader Focus

• Role: Support Engineer - Teamleader Focus

• Scope: Providing advanced technical support and bridging the gap between customer needs and product development

• Location: Ghent, Belgium (hybrid work model)

• Timing: ASAP

Who are we and why should you care?

Teamleader is a SaaS scale-up founded in 2012 in Ghent, Belgium and since 2022, part of the Visma Group. Our goal is to automate and simplify work for small and medium European businesses. With Teamleader Focus, we simplify work for small businesses by offering an all-in-one solution for CRM, project management and invoicing. Teamleader Orbit, acquired in 2019, focuses on helping medium-sized agencies thrive. In 2022, we acquired Vectera, which provided our Customer Meeting add-on. Find out more about Teamleader as a company, our products and why you should consider applying, here.

We're looking for a Support Engineer to join us on our mission

As a Support Engineer at Teamleader:

• You'll work in the second line of our Support team, handling complex technical support requests and providing expert assistance to our customers.

• You'll support technical tasks such as data imports, ensuring smooth onboarding and data migration for our clients.

• You'll collaborate closely with our development teams on release management, acting as a bridge between technical changes and their impact on customers and the Support team.

• You'll communicate technical changes effectively to both internal teams and customers, translating complex information into clear, actionable insights.

• You'll contribute to the creation and maintenance of technical documentation, knowledge base articles, and support resources.

• You'll identify recurring issues and work with the product and development teams to propose and implement long-term solutions.

• You'll participate in the continuous improvement of our support processes and tools to enhance efficiency and customer satisfaction.

• You'll stay up-to-date with our product features, updates, and industry trends to provide informed and accurate support.

• You'll collaborate with the first-line support team, providing guidance and escalation support when needed.

• You'll gather and analyze customer feedback to contribute to product improvements and feature requests.

Why others chose Teamleader: we are lively, not corporate

We have the energy and boldness of a start-up and the expertise and pragmatism of a scale-up. The result: a team of both young and seasoned professionals led by supportive and approachable managers who give recognition and rewards for hard work. You’ll be working in a fast-paced tech environment with open feedback culture and room for initiatives as well as ideas. You’ll have plenty of room to apply your personality, express yourself, and impact our course of action with your insights or ideas.

On top of that, you’ll get:

• An extensive training budget

• A hybrid working model: a pleasant mix of office and home working.

• A personal tooling budget, to make working from home as comfortable as from our offices.

• Daily budget-friendly in-house prepared lunch and dinner options in our Ghent office, as well as Free Food Fridays, Friyays and numerous sport initiatives!

• Competitive and market-conform salary with compensations and benefits, including mobility options.

• 32 holidays on top of the standard public ones! (based on full-time employment in Belgium)

• Our long-lasting dedication to employee well-being, just take a look at our career page and Instagram to see how we keep the Team(leader) spirit going.

You’d be a great fit for this role, if:

• You have a technical background, with knowledge of web technologies, APIs, and database concepts.

• You possess excellent communication skills and are fluent in English, capable of explaining technical concepts to both technical and non-technical stakeholders.

• You have strong problem-solving skills and enjoy tackling complex technical issues.

• You're passionate about customer service and have a knack for understanding and addressing customer needs.

• You have experience or interest in working with SaaS products and understanding their unique support challenges.

• You're comfortable working with data and have experience or willingness to learn data import and migration processes.

• You have excellent organizational skills and the ability to manage multiple tasks and priorities effectively.

• You're a quick learner, adaptable, and eager to stay updated with new technologies and product features.

• You have good written communication skills for creating clear and concise documentation and support articles.

• You're a team player who thrives in collaborative environments and can work effectively with various departments.

Strong advantages:

• Experience with SaaS software.

• Familiarity with project management, CRM, or invoicing software.

• Experience with SQL for basic data querying and troubleshooting.

• Experience with API tools such as Postman.

• Knowledge of Datadog, Grafana or similar tools for log analysis and root cause analysis.

We're open to starter profiles:

We welcome applications from recent graduates in a technical degree, or those early in their careers. You need to demonstrate a strong technical aptitude, excellent communication skills, and a passion for customer support and technology.

Interested in joining our lively team to provide top-notch technical support, facilitate smooth product releases, and contribute to our customers' success? Get in touch!