Support Engineer - Brussels, Louvain-la-Neuve & remote

The Support Engineer sits at the intersection of Customer Success and Engineering. They handle the full range of support tickets - from everyday user questions to technical investigations - and execute recurring technical operations (client migrations, SSO setups, configurations)., * Respond to day-to-day support tickets from end-users and client admins

• Handle L2 tickets escalated by the CSM team
• Investigate and reproduce bugs; escalate to Engineering with clean, actionable diagnoses
• Execute client data migrations and configuration changes
• Set up and troubleshoot SSO integrations (SAML, OIDC)
• Run SQL queries and basic scripts to investigate and correct data (with AI assistance)
• Assist clients with API-based integrations
• Document recurring issues and contribute to the internal knowledge base

Do you have experience in SaaS?, Communication (primary)

• Excellent written communication - the role is primarily writing
• Customer empathy combined with the ability to push back when needed
• Strong documentation habits
• Ability to prioritize across multiple tickets and SLAs
• Comfortable using AI tools (Claude, ChatGPT, Copilot) as part of daily workflow

Technical (working level is sufficient)

• Ability to read and adapt SQL queries
• Comfortable with REST APIs and tools like Postman
• Basic understanding of SSO concepts (SAML, OIDC)
• Willingness to read logs and learn observability tools (Datadog, Sentry, or similar)
• Git basics and ability to navigate documentation

Deeper technical skills are a plus but not required - we expect the candidate to grow into the technical side with AI assistance and team support.

Languages

• English: fluent (required)
• French or Dutch: fluent (at least one required)
• Additional European languages: a plus

Experience

• B2B SaaS experience preferred
• No specific coding background required

Nice to have

• Experience with ticketing platforms (Intercom, Zendesk)
• Familiarity with GDPR basics
• Exposure to mobility, proptech, or HR tech

• A salary package in line with your experience and skills
• Normal working hours - rest matters more than Red Bull
• Real autonomy and trust - your voice matters here
• A startup tackling a real-world, impactful challenge
• Flexibility: choose between employee or freelance
• Hybrid working: 1-2 days on-site
• Office in Louvain-la-Neuve and Brussels

Will you fit in our culture?

We have offices in Brussels and in Louvain-la-Neuve but we work more from home than from the office. Although not a stated objective, we have an equal number of men and women. We are very protective of our work-life balance yet very committed to company success. We contribute annually to our favourite charitable or socially responsible causes that we choose in a fun team event. We make a point of delivering quality, we want to be a profitable company but we reject common corporate bullshit and greenwashing. We are Commuty!

Commuty is a Belgian scale-up founded 11 years ago with the powerful will to make a difference and address environmental challenges of our society. At Commuty, we help companies improve how their employees commute, park and charge - tackling one of today's real-world problems: mobility. Our platform is used by top players like the European Commission, AG Insurance, and Engie, and we're growing fast.