> Markdown version of [/jobs/ext/3519763-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/3519763-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Ai-native - **Location:** Amsterdam, Netherlands - **Experience:** Experienced - **Salary:** €3,333.0 - €4,583.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Error Codes, Firmware, SQL Databases, Facebook Flow, Software Library - **Published:** October 1, 2026 - **Apply:** https://startup.jobs/technical-support-specialist-aquablu-bv-10246513 ## About the Role * 2+ years in technical support on physical products, not a software-only helpdesk. You're comfortable with hardware, pressure, flow, sensors and firmware behaviour. IoT or connected-device experience is a big plus. * A structured way of troubleshooting. You work a method, follow and extend decision trees, and read telemetry well enough to spot when the data tells a different story than the customer. * Fluent in English, since you work with international colleagues and partners. * You can teach, not just fix. Half of this job is training partner technicians to solve issues in the field themselves. * You document by default. You build and maintain knowledge bases, decision trees and training content, and you treat a ticket as a data record, not a conversation. * AI-fluent from day one. You use AI tools as designed, build your own repeatable workflows, and know where output needs checking before it reaches a partner. * Calm and clear under pressure. Empathetic on the phone and plain-spoken in writing, you can explain the complex simply to a non-technical customer and a technical dealer in the same hour. Nice to Have * A second European language: German, Dutch, French, Spanish or Swedish. You'll support partner technicians across our network. * Experience working with dealers or resellers * A background in water, beverage, coffee or vending equipment * SQL or data skills for spotting patterns ## Description Most technical support jobs are ticket jobs that grow with the company. This one is the opposite. About half of what reaches us can be automated, and we're automating it. The other half is physical: CO , leaks, flavour lines, parts and service visits. No agent fixes a regulator. As automation takes the simple work away, what's left is more concentrated. This role gets more specialized as it succeeds. You'll own the technical reality of our REFILL+ systems in 16 countries, at companies like Heineken, Adyen and Marriott. You'll be one of two technical experts covering our entire installed base as peers, across direct customers and our dealer and reseller network. You'll report to our Head of Customer Success & Experience. What You'll Do * Be the technical escalation point. Take on complex hardware, firmware-adjacent behaviour, connectivity and telemetry cases for every customer and partner. * Enable partner technicians. Diagnose and resolve issues alongside dealer and reseller field teams, so they can fix it themselves next time. * Catch problems before customers do. Work our AURA and telemetry triggers (leaks, error clusters, zero usage, offline systems, empty flavour boxes), and judge which signals are real and which are noise. * Know when to send an engineer. Recognise when remote diagnosis has run its course, and plan the visit in Service Planner with the values and parts needed to fix it first time. * Log every failure properly. Error code, conditions, what was tried and what fixed it, plus serial, firmware, install date and environment. This is the data that makes preventive maintenance possible. * Build the knowledge. Keep our decision trees, error-code library, knowledge base and technical training content current. * Build the automation. Work with our AI team on the tooling and trigger pipelines support runs on. 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