Technical Support Engineer

About the Role

As our Technical Support Engineer, you will share the responsibility of further developing our support team to ensure continuous support to our customers based in the Netherlands. You will support our customers as well as troubleshoot and coordinate among our software and engineering teams. Our core Support team is based in the Netherlands, and you will work closely alongside our existing Support Engineer based in Jakarta to ensure follow-the-sun-coverage. With your technical expertise and customer-oriented attitude you will make a tremendous impact in helping us deliver top-notch support to our customers and scale our global software operations. Looking at the time difference, this role requires working a specific shift rotation:

1. Wednesday to Friday | 13:00 – 21:00 (WIB): To cover the early morning handover hour in Europe and provide weekday double-coverage.
2. Saturday & Sunday | 07:00 – 15:00 (WIB): To cover the weekend morning and peak daytime support window.
   

To be successful in this role, you are expected to:

• Support a monitoring system to test, troubleshoot, and analyze Ampowr systems active in the field.
• Collaborate with the EMS team to understand support needs and seamlessly integrate a ticketing system into existing workflows.
• Troubleshoot software and hardware problems, escalating complex issues to the appropriate teams when necessary.
• Cross-Functional Collaboration: Work closely with the Jakarta-based engineer, the Netherlands support team, and the Commercial/Software departments to ensure a unified approach to issue resolution.
• Knowledge Sharing: Contribute to the creation of an internal and external knowledge base to empower users with self-help resources.

Requirements:

• Education: Study background in a relevant field (e.g., Software Engineering, Information Technology, Computer Science).
• Experience: 1–3 years of experience with ticketing systems (Jira or similar), alerting/monitoring tools (Grafana or similar), and customer support.
• OS & Networking: Proven, hands-on experience with Linux and Networking concepts.
• Proficient with SQL.
• Language: Fluent and proficient in English (written and spoken) to collaborate effectively with international teams.
• Soft Skills: Strong problem-solving and prioritization skills, with the ability to work independently and collaboratively across different time zones.
• Experience with at least one programming language, such as Python, Java, or Go is a plus.
• Affinity with Energy Monitoring Systems (EMS) is a plus.