Technical Support Engineer

☞ CluePoints

View: 100

Update day: 16-11-2025

Location: Ottignies-Louvain-la-Neuve Walloon Brabant

Category: Health / Medical Care IT - Software

Industry: Hospitals Health Care IT Services IT Consulting

Position: Entry level

Job type: Full-time

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Job content

Job Summary:
As a Technical Support Engineer, you will ensure customer satisfaction by efficiently addressing and resolving technical issues reproted to the Helpdesk. You will investigate, troubleshoot, diagnose, and resolve a variety of customer issues related to the Cluepoints Applications, collaborating closey with internal teams. Your contributions will help enhance our products, services, and overall customer experience.

TECHNICAL SKILLS

  • Proficiency in Web Services technologies (REST, SOAP) and experience debugging SaaS web applications, for example Google Developer Tools.
  • Aptitude to learn new technologies quickly and with minimal guidance.
  • Experience using logs and monitoring tools to troubleshoot issues, such as Datadog and Kibana to name a few.
  • Knowledge of API and debugging process.
  • Experience with at least one EDC API is a plus (for example, Medidata Rave or Veeva)
  • Knowledge of the ODM-XML Standard format
  • Experience of JIRA & Confluence tools (or equivalent), including navitaging through project workflows, utilizing dashboards, reporting, assigning issues, and tracking issues.

REQUIRED SKILLS & EXPERIENCE

  • At least 3 years of in a SaaS technical support role, preferably in a startup or scaleup environment.
  • Excellent written and spoken English.
  • Ability to present complex technical information in a clear and accessible manner to non-technical audiences.
  • Strong interpersonal skills for effective interactions with customers, technical staff, project team members.
  • Detail-oriented with strong problem-solving skills and sharp analytical skills.
  • Customer-centric and a proactive mindset. Commitment to deliver high-quality support to our clients.
  • Adaptable to different personalities, cultures and communication styles.
  • Strong team-oriented attitude and ability to work independently as needed.
  • Proven ability to manage multiple tasks, set priorities, and manage time effectively.
  • Comfortable working and collaborating with remote teams across multiple time zones.


RESPONSIBILITIES
  • Support the CluePoints Helpdesk handling technical issues and questions related to the CluePoints applications, ensuring a seamless support experience for our customers. Adhere to service level agreements (SLAs) for response times and request resolution.
  • Investigate, troubleshoot, and reproduce technical issues, providing detailed technical analysis before escalating to the product team for further investigation.
  • Collaborate with cross-functional teams, including engineering, QA, and product, to resolve complex technical issues.
  • Contribute to knowledge base articles updates based on requests received.
  • Create and update internal documentation to enhance the efficiency of the support team.
  • Stay current with product features, enhancements, and updates and train other team members to support these changes.
  • Provide feedback to product development teams based on customer experience and reported issues.
  • Educate customers on best practices and preventive measures to minimize common technical challenges.
Competitive package with meal vouchers, pension plan, health insurance, mobility budget (company car/housing allowance), working from home allowance, hybrid work organisation (home/office), and many company perks (sports, social activities, goodies, yoga, board game nights, PS5, etc.).
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Deadline: 31-12-2025

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