Sr. Tech Support Engineer Amsterdam

The European headoffice of this international fashion & lifestyle brand is based in Amsterdam. The company's style is classic American with a twist. Dynamic, international, and open-minded describes the company's culture at best.

Our client, an international fashion company with their HQ in Amsterdam is still looking to fill the position of Sr. Tech Support B2B Engineer. Do you have a solid stakeholder management and proven leadership skills plus a strong technical background? Do you go the extra mile and are not afraid to work and challenge internal and external contacts to get the solution for the customer? Then apply right away as the new deadline is Wednesday, November 18th at 18:00.
As a Senior Tech Support B2B Engineer, you will support the Digital Selling Environment. In the team, a high maturity level is expected, bringing the team to the next level.

Apart from regular Technical Support you are also involved in reporting, looking for opportunities within the team/environment to improve. Leading meetings and giving presentations will also be a big part of your responsibility. High stakeholder management skills are therefore required. Technically, a strong understanding of infrastructure, network and data security components are needed. Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal driven aspects of the domain. You can inspire others, build bridges and you are a strategic thinker.

You will:

• Support end-users through multiple contact channels;
• Collaborate closely with the Head of Support to translating priorities in to the team;
• Support mainly digital selling colleagues and might also work with office and/or retail colleagues;
• Be responsible for the end-to-end incident management process;
• Take ownership of incidents through their lifecycle bringing meaningful solutions;
• Nurture and shape the relationship with our end-users and drive an exceptional service experience;
• Drive or take part in self-service programs, from user education to customer journey hackathons;
• Collaborate with a variety of subject matter experts;
• Continuously analyze and improve the teams knowledge base;
• Help guide the team through in and outside of selling seasons;
• Work shifts through the week and weekend.

Our client offers:

• Room to transform local support and services;
• A unique opportunity to build the support of the future for the company in Europe, leveraging the latest technologies to ensure our technology infrastructure and support benchmark examples in the world;
• Room to optimize current store support processes to sustainable and smart support and services;
• Plenty of opportunity to make the role your own, to be entrepreneurial.

Additional responsibilities as Tech Lead:

• Work with the team to define the solution direction, translating the Product Owner priorities;
• Help the team to reduce and align interdependencies across teams;
• Work with the team to coordinate events with other teams;
• Mentor the rest of your team to grow them cross-functionally;
• Mentor team to produce scalable and sustainable solutions;
• Liaise with other tech leads, architects, communities to ensure appropriate transfer and spread of knowledge;
• The ideal balance is 80/20 - 80% of your time is spent delivering value as an engineer, 20% is spent on pure scrum tech lead related tasks (e.g. alignment meetings).

Additional accountabilities as Tech Lead:

• Your team and technical domain are the first priority;
• Your team and PO to deliver the right content and quality;
• To the Director of Infra & Support only for the delivery of the solution based on the long term technical road map;
• Horizontal communities to ensure scalability and sustainability of the solution i.e. liaise with architecture;
• Your communities and Domain Architect for the alignment on standards, guidelines, automation and quality practices.

You are:

• Curious about technology and eager to help teams;
• Service-driven and solution-oriented;
• Empathically and socially skilled;
• An agile team player with a user-centric approach;
• Willing and eager to learn;
• Fluent in English, both verbal and written.

You have:

• Solid stakeholder management skills;
• Proven leadership skills;
• A strong background in support and customer services;
• Strong communication skills and an open, bright and enthusiastic personality;
• Experience working in a dynamic environment where customer satisfaction drives success;
• Willingness to improve each day and a positive state of mind;
• Knowledge of iOS, MacOS and Windows;
• Knowledge of Topdesk, Jira or other registration and incident handling tools;
• Knowledge of remote controlling solutions;
• Knowledge of Applications generally used in sales related environments;
• Knowledge of networking infrastructures;
• The ability to adapt to the fast-paced "way of working" which is needed to drive excellence;
• The ability to work in a structured and standardized fashion, but you also have the ambition to be innovative in optimizing the administration and service levels;
• Experience working in a dynamic environment where customer satisfaction drives success.

Nice to have:

• Experience with Lean, Agile and/or ITIL methodology;
• Knowledge of wholesale selling processes;
• Experience with virtual environments;
• Experience with ticketing & collaboration tools like Slack, Jira, Confluence and/or TopDesk.

Please note that we agreed with our clients to only introduce them to candidates who already live in the greater Amsterdam area. Although we understand that you are willing to relocate or commute, we have agreed with our client not to accept this as an adequate option.

Are you interested in the position and do you have the required skills and experience? Please send us your CV with a short letter of motivation. For more information call us at 020-5738383.

We are looking forward to receiving your application!