websights IT Support Engineer - TrustBuilder

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IT Support Engineer


TrustBuilder is a European-based cybersecurity software vendor with a global reach. We are in the business of fortifying digital landscapes with our identity-centric solutions, enabling businesses worldwide to operate securely and efficiently.

Our SaaS platform stands out in the industry, powered by a passwordless and deviceless Multifactor Authentication solution that is seamlessly integrated into a comprehensive Customer Identity and Access Management platform. This sophisticated blend of technology ensures airtight security while facilitating a frictionless user experience for consumers and employees alike.

At TrustBuilder, we are deeply focused on empowering businesses. Our primary goal is to enable our customers to operate securely and efficiently. To achieve this, we offer tailor-made “haute couture” solutions, allowing our clients to customize their cybersecurity defenses according to their specific requirements and bring a unique proposition to the market.

Moreover, we acknowledge the crucial role third-party collaborations play in modern business operations. Our solutions are crafted to simplify such collaborations, ensuring easy and secure interactions between various parties.

With TrustBuilder, you can trust in a secure digital future.

TrustBuilder values its people and culture. Employees live by their core values : Care, Team Up and Innovate. Employees are customer oriented, they respect each other, work as a team, and deliver excellence by being creative and innovative day-to-day. TrustBuilder offers a competitive salary and a stimulating work environment. TrustBuilder also provides opportunities for learning, development, and career growth.

As we continue to expand our offerings and client base, we are seeking a dynamic and experienced support engineer to join our support team.

Role description

The Support Engineer at TrustBuilder will play a critical role in ensuring customer satisfaction and retention by providing exceptional technical support and assistance. Reporting directly to the VP of Operation, the incumbent will participate in customer support, answering and solving complex issues for our customers.

Location: Gent or Paris

Key Responsibilities

  1. Level 1 & 2 Technical Support
    • Ensure timely and professional responses to customer inquiries and support requests.
    • Take ownership of customer issues and see them through to resolution.
    • Maintain accurate records of customer interactions, including details of reported issues, troubleshooting steps taken, and resolutions provided.
    • Follow company policies and procedures for customer support, including service level agreements (SLAs) and escalation protocols.
  2. Customer Advocate
    • Work closely with product development, sales, and other internal teams to address customer concerns and improve overall customer satisfaction.
    • Act as a liaison between customers and internal teams, advocating for customer needs and requirements.
    • Gather feedback from customers regarding their support experience and product usability to drive improvements.
  3. Product Expertise
    • Develop deep knowledge of the company’s products or services to effectively assist customers and answer inquiries.
    • Identify areas for improvement in products, processes, or support systems based on customer feedback and experiences.

Do we have a match?

This is what we expect from you:

  • Ideally, you have a computer science degree (BSc +3) and a successful minimum 2-year experience in a similar position.
  • You possess broad and diverse knowledge in Linux and Windows system administration as well as basic knowledge of a Cloud environment.
  • You enjoy finding solutions as a team and providing responses across a wide range of technical skills that you can validate with us.
  • You are proficient in at least one scripting language (Shell, Powershell, Python, PHP…).
  • Your customer service orientation is essential for reassuring and assisting our clients.
  • You have strong infrastructure and networking knowledge, including VMs, OS, and Cloud.
  • You have an analytical mindset to understand client incidents and ask the right questions.
  • You have the ability to navigate and absorb English documentation (Firewall, Cloud, Protocols, etc.).
  • You handle stress well.
  • Language skills: English, Dutch or French.

What you can expect from us:

  • We pay you a competitive salary.
  • We offer benefits such as meal vouchers, group insurance and hospital insurance.
  • You will work in a flexible culture where quality of work outweighs quantity.
  • TrustBuilder cultivates a culture of collaboration and shared success.
  • We encourage you to develop your career and personal growth. You will benefit from learning and development programs that help you grow.
  • We value open communication and regularly provide recognition and feedback.
  • We have offices in Belgium and France, where you can work in cool offices in Ghent or Paris. Because we believe in the importance of a good work-life balance we offer the flexibility for remote work. To improve in-person collaboration we do expect our employees to come to the office from time to time.
  • Your work environment comes with delicious coffee, fresh fruit, team lunches and frequent celebrations of our successes. What’s more, a bunch of amazing colleagues will make you feel at home immediately.

Join us at Trustbuilder and be part of a talented team that is shaping the future of identity and access management. Together, we can help organizations unlock the full potential of their digital ecosystems while safeguarding against evolving cybersecurity threats. Apply now and embark on a rewarding career journey with us! Send your motivation letter and CV to [email protected]. You can also use this address to ask any question about your future with us.