Are you a problem-solver who loves tackling complex technical challenges and helping others?
At MoreApp, we’re looking for a Support Engineer to join our international team. In this role, you’ll be the crucial link between our support team and developers, ensuring technical issues are resolved quickly and effectively. You’ll work on everything from APIs and webhooks to bug reports and product improvements.
Are you our new Support Engineer in Rotterdam or Barcelona?

SKILLS

We are looking for a driven Support Engineer who thrives on solving complex technical puzzles and helping both customers and colleagues. The skills you have are:

• Product Knowledge: Strong understanding of our entire product, incl all complex functionalities and all integration options.
• Technical Knowledge: Strong understanding of software engineering, operating systems, networking, databases, software applications.
• Complex Problem-solving: Ability to analyse and resolve complex technical issues (aka puzzles) efficiently. Documenting every step along the way.
• Communication: Excellent verbal and written communication skills to explain and teach technical information clearly, especially to non-tech.
• Customer Service: Patience and empathy to handle (internal) user concerns professionally and positively.
• Tools Proficiency: Experience with ticketing systems, remote support tools, and diagnostic utilities (console, logging, tracing, monitoring, etc).
• Multitasking: Ability to manage multiple support requests simultaneously under pressure.
• Teamwork: Collaborate effectively with cross-functional teams and share knowledge.

YOU ARE

• Looking for a full-time position (32–40 hours per week)
• Holding a bachelor’s degree, for example in IT
• Someone with 2–4 years of experience in a technical support role
• Communicative and fluent in English and Spanish or Dutch
• Analytical and solution-oriented, with great attention to detail
• Service-minded and eager to learn, with a passion for technology

ROLE

The Support Engineer at MoreApp is responsible for providing technical assistance and support to customers and internal users. This role involves troubleshooting issues, diagnosing problems, and sharing technical knowledge. Support Engineers act as a crucial bridge between the technical teams and the support team, ensuring timely resolution of issues to maintain customer satisfaction and operational efficiency. They also improve support processes and contribute to product improvement by providing valuable feedback.

RESPONSIBILITIES

• Resolve Technical Support Issues: Diagnose and resolve product issues.
• Answer Technical Question: Answer technical/engineering questions from internal and external (like APIs, Webhooks, SSO, etc).
• Add Technical Information: Be a private investigator, meticulously gather logs, traces, related tickets. Access databases, queues, servers, etc to find more technical clues. Ensuring a better ‘hand-off’ to dev.
• Create Bug Reports: Make reproduction cases to create bug tickets that are detailed enough for devs to plan in their boards.
• Share Technical Knowledge: Assist in creating knowledge base articles and provide training materials (both internal and external). Focused on target audiences of Engineers. Focused on complex functionalities and technical topics.
• Internal Troubleshooting: Assist in resolving technical issues for internal end-users related to software, hardware, and network systems.
• Collaboration: Work closely with product team (Dev, QA, PO) to resolve complex issues, validate “bug vs feature” and provide feedback.

TASKS

• Report Bugs: Accurately document identified bugs and communicate them to the development team.
• Issue resolution: Respond to and resolve customer support tickets promptly.
• (Assist in) RCAs: Perform root cause analysis for recurring technical issues with help from the product team.
• Provide Guidance: Guide (internal/external) users through step-by-step troubleshooting processes.
• Issue Escalation: Escalate technical issues to the product team with detailed reproduction steps and technical context.
• Knowledge Sharing: Update and maintain knowledge base articles and train employees on complex or technical functionalities.
• Team Collaboration: Participate in CS team meetings and training sessions. Share insights and contribute to process improvements.
• Proactive Monitoring: Monitor system performance and report anomalies to the product team.
• Share Feedback: Provide feedback to product team based on user experiences or common (tech) support issues.