Technical Support Specialist

Join us at Entrust    At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely .     Get to Know Us    Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge , scalable technologies. But our secret weapon? Our people. It’s the curiosity , dedication, and innovation that drive our success and help us anticipate the future.    As a Technical Support Specialist, you are responsible for handling technical, complex, and non-standard issues related to our SaaS platform. This position needs to be located in the Haarlem office a minimum of 3 days a week. typically Monday, Tuesday, and Wednesday . You will act as an escalation point for cases raised by L1 when further investigation or deeper technical analysis is required. You serve as the link between Support and Product, Engineering, and DevOps, ensuring that technical issues are properly analysed, communicated, and followed through to resolution. As part of the team’s operating model, you also participate in the L1 shift rotation, helping maintain continuity of support and staying close to day-to-day customer needs. Key Responsibilities Handle escalated tickets from L1 involving technical or unclear issues Perform in-depth investigation using logs, monitoring tools, and system data Troubleshoot complex issues related to API integrations, authentication, document processing, and platform behaviour Identify root causes and document findings clearly for internal and external stakeholders Work closely with Product, Engineering, and DevOps to resolve bugs and incidents Actively follow up on escalations and ensure timely resolution and communication Support customers and partners with advanced technical questions (APIs, integrations, configurations) Participate in incident management (analysis, communication, status updates) Provide technical input during customer calls, onboarding sessions, or escalations where needed Contribute to internal knowledge base and documentation (FAQs, training materials, onboarding guides) Support L1 team with knowledge sharing and guidance on complex topics Identify recurring issues and propose improvements to product or processes Provide backup support to L1 when required, including participation in L1 shifts to help maintain service continuity Assist with first-line triage and customer-facing support when operational needs require additional coverage Your Position in the Team You are part of the Technical Support team and contribute to both daily support operations and advanced technical resolution. You participate in the L1 shift rotation, support the team with technical guidance, and take ownership of more complex investigations and…