Technical Support Specialist

🌊 Who we are We're a smart hydration company rebuilding an industry that still runs on sugar water and single-use packaging. Filtered water, functional flavors, zero bottles. Still, sparkling, cold, and hot. All poured from one tap. We create hydration people want to reach for, starting with the workplace where we help teams thrive. As an AI-native company, we build at speed. In 2025, Aquablu ranked 2nd in the Deloitte Technology Fast 50 (Netherlands) and 30th in the Sifted 250 (Europe), both rankings of the fastest-growing companies by revenue growth. In 2026 we were named a winner of Maya's Culture 100 Europe Awards as one of the best workplaces to thrive in. Growing that fast and thriving comes down to our people. Our team is our biggest asset and one that we’re proud of. We’re committed to maintaining our vibrant culture as we continue to grow. About the Role Most technical support jobs are ticket jobs that grow with the company. This one is the opposite. About half of what reaches us can be automated, and we're automating it. The other half is physical: CO₂, leaks, flavour lines, parts and service visits. No agent fixes a regulator. As automation takes the simple work away, what's left is more concentrated. This role gets more specialized as it succeeds. You'll own the technical reality of our REFILL+ systems in 16 countries, at companies like Heineken, Adyen and Marriott. You'll be one of two technical experts covering our entire installed base as peers, across direct customers and our dealer and reseller network. You'll report to our Head of Customer Success & Experience. What You’ll Do Be the technical escalation point. Take on complex hardware, firmware-adjacent behaviour, connectivity and telemetry cases for every customer and partner. Enable partner technicians. Diagnose and resolve issues alongside dealer and reseller field teams, so they can fix it themselves next time. Catch problems before customers do. Work our AURA and telemetry triggers (leaks, error clusters, zero usage, offline systems, empty flavour boxes), and judge which signals are real and which are noise. Know when to send an engineer. Recognise when remote diagnosis has run its course, and plan the visit in Service Planner with the values and parts needed to fix it first time. Log every failure properly. Error code, conditions, what was tried and what fixed it, plus serial, firmware, install date and environment. This is the data that makes preventive maintenance possible. Build the knowledge. Keep our decision trees, error-code library, knowledge base and technical training content current. Build the automation. Work with our AI team on the tooling and trigger pipelines support runs on. You help build them, not just use them. What You’ll Bring (Must-Have) 2+ years in technical support on physical products, not a software-only helpdesk. You're comfortable with hardware, pressure, flow, sensors and firmware behaviour. IoT or…