Company : OneSpan Location : Brussels Brussels From : Talent BE
The SupportEngineer will be part of the OneSpan Customer Support organization, providing a Word Class Customer Support Experience.You will work on 2nd line cases for the assigned OneSpan product(s)/services.
2nd line cases typically cannot be handled by the Support Analysts/Specialists (1st line).
The SupportEngineer will work closely together with a team of assigned SupportEngineers and Engineering (3rd line) support to provide timely resolution.
The role is accountable for meeting the restore and resolution Service Levels for all incidents for the assigned OneSpan product(s)/services. Additionally, the SupportEngineer is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.
This position is open to candidates who have their residence in Belgium. This role is hybrid (We have an office in Diegem and Erembodegem):
you go 1 day/week to 1 fixed office and 1 day of that week to an office of your choice.
The other 3 days can be home office.Job Duties and ResponsibilitiesDeliver World class customer support in a knowledgeable, courteous and responsive way Investigate and diagnose tickets to obtain resolution as quickly as possible Verify resolution with customers and resolve assigned tickets Document troubleshooting steps and resolution details Know when to include the Incident Manager Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager Escalate & prioritize unresolved Incidents to 3rd line Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product(s)/services Create and submit 1st line troubleshooting guide Create and submit knowledge articles Share knowledge for assigned product(s)/services within Global Customer Support team and other OneSpan teams Build, document and maintain a toolset that facilitates reproducing / troubleshooting issues (VMs, re-usable code)Able to cope with task-switchingEnsures compliance to global operational standards, procedures and best practices.
Always ensures protection of customer systems and information Position includes shift work and/or on-call duties Requirements Bachelors’ degree in Computer Science or Programming Certificate 3+ years’ experience in a Customer/Technical environment in a Saas environment Strong communication skills (written/spoken) Well-organized with attention to detail Good customer-approach/very customer-centric Proven knowledge of one or more object oriented programming or scripting languages (Python, Java, C#, Kotlin, HTML, etc…)Knowledge of Mobile development (Android / iOS) or at least the willingness to learnKnowledge of RESTful APIBeing able to work independently, but also vigilant to reach out to colleagues in time.
Working in a 24x7 on-call shift system.Nice-to-haves ITIL-Foundation Version Control Systems (e.g.
Git)Knowledge of databases (Oracle or SQL, etc.)Networking Knowledge (TCP/IP)Operating Systems (Linux, MacOS, Windows Server)Application Servers (Websphere, Apache Tomcat, WebLogic, JBOS, …)Languages other than English #LI-JTI#LI-HybridAt OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve.
Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact.
Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture.
The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward.
That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities. OneSpan BrusselsBrussels
