2nd Line Support Specialist

BriqSafe (currently operating as LegionellaDossier) is the Netherlands' leading SaaS platform for water safety compliance.

Since our founding in 2015, we've grown to a team of 30+ professionals in Utrecht, helping organizations across the Netherlands and the UK manage, automate, and prove compliance around water safety. We're now expanding into Spain and beyond, with a clear ambition: to become the global market leader within the next five years.

Our platform is undergoing a complete transformation, replacing our legacy system with a modern, scalable architecture built on microservices, event-driven communication, and a far more intelligent feature set.

Do you enjoy solving complex technical problems? Do you like figuring out how systems, data, and integrations actually work? And do you get energy from helping customers when things get tricky? Then keep reading.

We are looking for a Technical Support Specialist (2nd line) to strengthen our support team.

In this role, you are not handling the standard questions; that’s what our 1st line is for. You step in when things get complex. You dive into systems, analyse issues at the root, and make sure problems are actually solved, not just temporarily fixed. At the same time, you help new customers get technically onboarded and set up for success.

What will you be doing?

As a Technical Support Specialist, you are the link between complex customer issues, our product, and our technical teams.

Your core responsibilities:

• Take ownership of complex support cases escalated by the 1st line

• Troubleshoot issues across software, data, and integrations

• Analyse root causes instead of applying quick fixes

• Work closely with development on bugs and technical challenges

• Support customers during technical onboarding and setup

• Configure environments, integrations, and system settings

• Identify recurring issues and contribute to product improvements

• Document solutions and share knowledge within the team
  
  What kind of problems will you solve?

  • A customer needs to do changes in bulk that the system doesn’t allow.

  • A customer needs to create new buildings.

  • Why is a sensor not sending data?

  • Why is a system integration not syncing correctly?

  • Why does a customer see incorrect or incomplete data?

  • Why does a technical onboarding not go as expected?

What do you need to be successful?

What do you need to be successful?

• You have an HBO working and thinking level

• You have a strong affinity with software, systems, and technology

• You are analytical and enjoy solving complex problems

• You don’t stop until you understand the root cause

• You can explain technical issues in a clear and simple way
  

Nice to have:

• Experience in a SaaS environment

• Experience with APIs, integrations or data

• Experience in a technical support role
  

Who are you?

• You enjoy figuring out how things really work

• You like puzzles and complex challenges

• You take ownership and responsibility

• You switch easily between customers and technical topics

• You stay calm when things get complicated
  

How we work

You will join a small, informal, and driven team with short communication lines.

Because our systems can be complex, we provide a strong onboarding program at the office to help you get up to speed quickly.

After that, we work hybrid:

• Office days: Monday, Tuesday, Thursday

• Flexibility to work remote on other days

What we offer!

• A role where you actually use your brain

• A lot of responsibility and freedom

• Direct impact on customers and product development

• A fast-growing SaaS environment with global ambitions

• A strong culture of ownership and collaboration

• Laptop + everything you need to do your job

Sounds good?

Our recruitment process is simple: we want to make sure we’re both excited to work together long-term.

Let’s grab a coffee and see if there’s a match.