Product Support Engineer

As Product Support Engineer you will be the primary technical point of contact throughout the customer lifecycle. You will work directly with customers to configure, deploy, and maintain PATCH MANAGER, and will play a key role in ensuring customer environments are stable, performant, and fit for purpose.

Your main responsibilities will include:

• Acting as the primary technical support contact for PATCH MANAGER customers, i.e. Providing feature and platform support, triaging cases, troubleshooting issues, and seeing them through to resolution
• Raising and tracking tickets, and coordinating with internal teams where escalation is needed
• Providing remote and (occasional) on-site training and technical guidance to customers
• Assisting with implementation projects when they arise (typically once or twice a year)
• Supporting the pre-sales process with technical expertise
• Building and maintaining strong relationships with customers and external partners

• Hands-on experience managing and supporting enterprise software platforms
• Strong troubleshooting and analytical skills - able to diagnose issues methodically and communicate findings clearly
• Customer-facing experience with a proven ability to build rapport and manage expectations
• Basic Linux knowledge - comfortable working on the command line for common configuration and troubleshooting tasks
• Proven ability to lead or co-lead technical implementation projects and meet deadlines
• Bachelor’s degree in a technical subject, or equivalent relevant work experience
• Minimum 3 years of experience in a technical role (e.g. Systems administration, technical support, implementation, or consultancy)
• Excellent communication skills in written and verbal English

Nice to have

• Experience with configuring SSL certificates
• Familiarity with Java/Tomcat application environments
• Experience working with REST APIs (testing, integration, or scripting)
• Scripting ability (e.g. Bash, Python, or similar) for automation and tooling
• Knowledge of how Single Sign-On (SSO) works and experience with its configuration
• Working knowledge of basic SQL queries
• Dutch language skills

More than a job - Benefits to look forward to

• A technically varied role with real ownership and responsibility
• A collaborative team of highly skilled professionals
• An established company living the energy of the start-up spirit with a culture of trust and constructive growth feedback without the restraint of strict hierarchies
• Competitive salary
• Freedom to expand your professional knowledge
• Based in Amsterdam, Netherlands, with flexible working hours and working models (including partially working remotely)
• Elaborate team events
• Option of travelling between the three locations of the i-doit group (Amsterdam, Dusseldorf and Hannover)

The i-doit group is an established and continuously growing Dusseldorf-based organization (with a branch in Pattensen) where everything revolves around IT. Our aim is to provide the best and most universal solution for documentation, cable and IT management worldwide.

We combine the forces of the i-doit, the hidden champion of the DACH region in IT documentation, and Patchmanager, a specialist software company pioneering in the world of cable management. Together between Dusseldorf, Pattensen and Amsterdam we bring our vision of “Transforming a world of data into a galaxy of knowledge” to life.