Technical Support Analyst

Who we are

At Software Improvement Group (SIG), we empower organizations to enhance their software quality through deep source code analysis and tailored, strategic advice. Our software assurance platform, Sigrid, together with our expert IT consultants, enables our customers to take full control of their software environments, ensuring their technology is a driver of success, not a source of risk. We have a strong market presence and serious growth ambitions for the coming years, and we are looking for people who want to help us realize this?

How we work

As a member of the team, you will be customer facing for direct support. Additionally, you will work on various aspects of the SIG tooling to arrange for operational tasks, helping to streamline and elicit options for automation. Operational excellence in delivery is what you aim for.

Typically, your work will consist of:

• Serving as the first point of contact for customers in need of technical and functional assistance
• Carry out 1st line support for clients and ticketing thereof. Dispatching tickets to 2nd and 3rd lines
• Take ownership of resolving tickets in time, towards the client and across the company
• Responding in a timely manner to service issues and requests
• Source code handling within the SIG tooling
• Carrying out initial analysis based on SIG models and methodology
• Cooperation with consultants and developers for 2nd and 3rd line support
• Building and adding to a client knowledge database

    •        •    Helping your co-workers with internal support

As a Sigrid Technical Support Analyst, you will be in direct contact with clients to assist in using and leveraging the Sigrid Platform, SIG products, Tooling, and services, making sure clients will be able to keep working towards ‘Getting Software Right’. Having a top-notch customer focus and a service-oriented attitude are key to successfully supporting our clients.

You will work in a small Amsterdam based team that handles all support and service tasks, working closely with the consultants that are responsible for clients in all domains.

• Bachelor, preferably in a technical field like computer science/ engineering
• 1+ years' work experience in a customer facing support role
• Must have excellent command of the Dutch and English language, verbally & written
• Experience in scripting and programming
• Experience with ITIL (preferably ITIL foundation certified)
• Open to working in shifts
• Excellent interpersonal skills and communication skills
• Great at multitasking
• Analytical and geared to problem solving
• Customer oriented through a service mentality, both internally and externally
• Proactive attitude and self-starting
• Skilled using a variety of operating systems