Technical Support Engineer (Belgium, hybrid)

Pexip Engage

We are the Belgium (Ghent) business unit within the worldwide Pexip Group (video technology), focusing on customer engagement through our fully integrated customer engagement and video application.

We believe that our technology can improve companies' workflows, allowing them to form closer relationships with their customers through an all-in-one meeting solution.

More insights on our product can be found here.

This hybrid position allows working from home during Belgium’s business hours.

We would love for you to occasionally come to the Ghent office for drinks, walks, and brainstorming to immerse you in the Engage atmosphere.

Our culture builds on the solid foundation of The Pexip Way.

Who are you

You have a “customer first” attitude.

You are enthusiastic, curious, and eager to learn, combined with an autonomy & ownership mentality. You don't take yourself too seriously ;-) but you’re also not afraid to share your thoughts and ideas. Open and respectful communication is your style and practice.

You sense a connection with our culture and values.

Job Responsibilities

• You will become a technical expert in our Pexip Engage product. With your expertise, you will assist our customers with explaining why their set-up translates to the results they see, how to better integrate their systems with Pexip Engage, and deep dive into logs, APIs, and databases to explain behavior the customer perhaps did not expect.

• You assist our customers with technical questions, whether they’re details about SSO set-ups or how they can best use our APIs to get our product in sync with their CRM systems.

• While first-line support is handled by our customers, second-line support for cases beyond their scope is the main focus for you. As such, this role emphasizes technical capabilities: finding the origin of apparent bugs, explaining why certain results are or aren’t as expected based on configuration, and tracing actions that have led to unexpected behavior.

• You will help expand our Support team by streamlining processes, choosing or creating new tools, and creating resources for our customers to help them help themselves, such as updating and creating technical documentation.

• You will bridge the Customer Success Team and the Product Development Team and provide the most accurate information regarding product specifications, capabilities, and troubleshooting.

• You own and create product and service-related documentation. You author text and smoothen the processes to improve support flows, add helpful tips to internal support apps (Confluence) and provide Product Knowledge. You ensure the documentation is useful, convenient, and easily accessible.

• Rest API’s
  Calling a rest API to get information about resources or manipulate them holds no secrets for you. Postman is your friend.

• MySQL/MariaDB/Postgres
  You can create queries in these languages to get relevant data from our databases and present them in an intuitive form to be used by less technical people.

• Web technology expertise

• Log aggregators (ELK, New Relic, Datadog, Dynatrac, Logz.io, …)
  When an issue is raised, you know how to dig in the logs, analyze what you find there, and either draw a conclusion that will answer the issue or collect all relevant information to pass the issue on to the feature development team.

• Strong oral, written, and video etiquette skills ensure constructive, professional relationships with our customers. Active listening and following up on written communication are as necessary as knowing how to give directions tactfully.

Nice to haves

• You can build tools (applications) to make your job easier and to automate existing processes, to be used by yourself and future support employees.

• Knowledge of GraphQL.

• Fluent in English +++/ Fluent in Dutch + + /Knowledge of French +

Why Pexip

Flexibility, well-being, work-life balance, openness, and respect, ... are common ground.

Above all, we want Engagers to find meaningfulness and satisfaction within their daily business.

We emphasize growth (personal and professional) and support everyone to thrive and succeed in all their endeavors.

Pexip Engage is a strongly connected team of like-minded souls.

We attach tremendous importance to our Engage vibe, based on our core values and FUN!

There is a wonderful sense of humor in the workplace, so daily shots of laughter are guaranteed ;-)

An attractive salary, complemented by an extensive benefits package

• Meal and Eco vouchers

• Hospitalization insurance

• Pension insurance

• Flex Income Plan (Bike lease, Extra holidays,...)

• Mobility Plan

• Cellphone and laptop

• Internet and mobile subscription

• Work-at-home compensation

• Company stock option plan

• 36 holidays

• Immediate permanent contract

Find out more on our website.

Does this function meet your expectations?

Then apply directly.