Support Engineer at The Storytelling Company

Halfweg, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

0.0

Posted On

12 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, AV Systems, Networking, SLA Management, Incident Escalation, Ticket Queue Management, Windows Troubleshooting, Customer De-escalation, ITIL, JIRA, RMM Tools, Disaster Recovery, Knowledge Management, Client Interaction, Mentorship, KPI Tracking

Industry

Design Services

Description

Your mission As a Support Engineer at The Storytelling Company, you provide critical, high-quality remote and customer-focused support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems and our own proprietary software. While basic experience with AV is required, an expansion of experience in this area will be developed on the job. More importantly, you possess strong interpersonal and communication skills, structured problem-solving abilities, and a talent for maintaining operational oversight in support environments. You demonstrate a proactive mindset and a natural ability to de-escalate situations. You act as a technical escalation point and are able to take ownership of support operations at the team level. This includes tracking ticket resolution, ensuring SLA compliance, and escalating issues when deadlines or service expectations are at risk. Strong communication remains central to this role: you represent the support function with professionalism and clarity, both internally and in high-pressure client environments. Your ability to de-escalate, mediate, and lead withempathy builds trust and reliability in challenging situations. You work closely with our Development & Delivery teams to ensure support aligns with broader client and business objectives. In addition, you actively contribute to improving support processes, coaching colleagues, and helpingcoordinate documentation and knowledge sharing within the team. We value proactive thinkers who continuously look for ways to improve things - whether through smarter workflows, better tooling, or operational insights. A demonstrated passion for technology is essential. Your profile Provide hands-on support and act as the primary escalation point for complex incidents Monitor team ticket queues and ensure timely, high-quality resolution in line with SLAs Track KPIs, generate performance insights, and drive process improvements within support workflows Facilitate daily support operations, including ticket prioritization, load balancing, and incident escalation Represent the support team in internal planning and client-facing meetings with authority and clarity Work closely with engineering and delivery teams to resolve cross-functional technical issues Promote structured documentation and knowledge transfer within the team Foster a customer-focused support culture based on professionalism, diplomacy, and clear communication Support recruitment, onboarding, and mentorship of support team members Your Profile Experience & Support Operations Minimum of 5/6 years of experience in technical support, service engineering, or AV/IT service delivery Proven experience leading or coordinating support processes Ability to manage ticket queues, SLA tracking, and incident escalation Familiarity with ITIL-based workflows or similar structured support frameworks Networking, Infrastructure & Availability Strong technical knowledge of corporate networking and disaster recovery strategies in IT; experience in AV is a strong plus Solid understanding of network technologies and hardware for preventive maintenance tasks (NetgearAV or CCNA is a strong plus) Experience maintaining high-availability networks and servers Systems, OS & Application Troubleshooting Understanding of how applications interact across network, OS, and application layers Experience troubleshooting third-party or internally developed software using OS-level diagnostic tools (e.g., Event Viewer, resource monitoring, PowerToys/system snapshots, log files, network diagrams, rack diagrams) Demonstrable technical expertise in Windows environments, networking, and AV-related hardware Tools & Platforms Experience with JIRA, RMM/monitoring tools (e.g.,NinjaOne), and documentation platforms. AI understanding and knowledge is a big plus. Communication & Client Interaction Strong communication skills and the ability to act confidently in high-pressure or escalated client situations Comfortable facilitating client meetings and taking the lead with a combination of technical and interpersonal skills Fluent in spoken and written English Mindset & Collaboration Collaborative mindset with a passion for team success, operational excellence, and continuous improvement Why us? Be part of a creative and supportive environment where you have the freedom to take ownership, share ideas, and collaborate with driven colleagues Work with diverse teams and continue developing both professionally and personally Hybrid working environment, combining in-office collaboration with remote flexibility Competitive salary and annual bonus opportunity Meaningful work - contribute to award-winning immersive, Interactive Signage, and extended reality projects while helping shape technical support within the department Inclusive workplace - The Storytelling Company is an equal opportunity employer committed to creating an environment where everyone feels welcome, regardless of background, experience, or identity About us Since April 2025, flora & faunavisions GmbH, Purple Digital Storytelling, planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company. We combine strategy, design, and technology to create interactive events, immersive experience centers, stage productions, and revolutionary learning environments for international clients and target groups. We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us. From the first idea to the last farewell note, from initial pixels to sustainable experiences. Now, tell us, what’s your story?

Responsibilities

Provide high-quality remote support for AV systems and proprietary software while acting as the primary technical escalation point. Manage support operations including ticket prioritization, SLA compliance, and cross-functional collaboration with engineering teams.