Technical Support Analyst helping VIP users with IT support and critical incident resolution. Focused on microinformatics, network troubleshooting, and ensuring service excellence.
About the role
- Technical Support Engineer providing second-line iD Cloud support for North America at Nedap Retail. Collaborating with global teams and troubleshooting complex technical issues.
Responsibilities
- Serve as the primary second-line iD Cloud support engineer for the US region
- Act as the regional technical escalation point, embedded within a distributed global team across time zones
- Take ownership of complex technical escalations and ensure timely resolution
- Collaborate closely with colleagues in the Netherlands
- Install, configure, and test iD Cloud mobile applications and RFID hardware
- Troubleshoot API integrations, connectivity issues, and cloud-based deployment environments
- Develop and maintain technical documentation, FAQs, and troubleshooting guides
Requirements
- 3–6 years of experience in technical support, preferably within a SaaS or enterprise technology environment
- Customer facing endeavor
- Strong understanding of networking fundamentals (HTTP/HTTPS, APIs, mobile connectivity)
- Experience working with APIs and integration troubleshooting is a plus
- Valid U.S. driver’s license and eligibility for U.S. employment
- Flexible availability: this role requires participation in an on-call rotation, including occasional evenings, weekends, and holidays
Benefits
- Competitive salary
- Health, dental, and vision insurance
- 401(k) with company match
- Life, LTD, and STD insurance coverages
- Flexible work hours and remote options
- Paid time off (PTO) and parental leave
- A professional environment that supports personal and professional growth
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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