Technical Support Specialist

Job description

As a **Technical Support Specialist** at Trengo, you'll dive deep into the technical workings of our platform to keep things running smoothly for customers and internal teams. You'll be the go-to person for complex issues, working closely with Engineering, Customer Success and Customer Support. You'll use AI tooling daily, including our internally built AI agent with direct product code access, to investigate and resolve issues faster and more independently. ## **About Trengo** We believe in a world where technology empowers the relationship between companies and their customers. That's why our mission is to build an AI-powered customer engagement platform to replace repetitive work with meaningful conversations. Our software makes it easy for customer-facing teams to communicate with customers via multiple channels, all in one shared inbox. Email, Instagram, Facebook, WhatsApp, live-chat, you name it. With a Series A investment of $36M led by Insight Partners and Peak Capital and becoming one of the four official WhatsApp Business Solutions Providers in the Netherlands, we help our customers scale their businesses and optimize the channels their clients actually prefer. ## **What your role looks like** - Investigate, troubleshoot, and resolve complex technical issues escalated by Customer Support or Customer Success. - Use AI tooling daily, our internal AI agent with product code access, database access, and tools like Langsmith, to investigate issues and speed up root cause analysis. - Collaborate closely with Product and Engineering to report bugs, share insights, and contribute to platform improvements. - Own your Linear tickets end-to-end: clear communication, follow-through, and accurate documentation. - Contribute to and maintain our AI-powered knowledge base, validating content and closing gaps so both the team and our AI tools have accurate information to work from. - Support the team's resilience during busier periods by following established playbooks and prioritization frameworks. ## **What you'll bring** We'd love to meet you if you: - Have strong problem-solving skills and enjoy digging into technical challenges. - Are comfortable working with APIs, web technologies, and modern SaaS products. - Are curious about AI tooling and enjoy using it to work faster and smarter, not just as a nice-to-have skill. - Communicate clearly, translating complex technical information into simple explanations for non-technical teammates. - Take ownership and enjoy seeing issues through from start to finish. - Thrive in a collaborative environment and enjoy partnering with multiple departments to improve processes and product quality. ## **Our Tech & AI Mindset** AI is not a buzzword at Trengo — it's part of how we build and operate. You'll work with AI-driven features, automation, data, or tools that help us move faster and smarter. We value thoughtful use of AI that creates real value for customers and teams. ## **What’s in it for you?** This is what we carefully prepared for you: - 🚀 A key role where you’ll make a visible impact in a vibrant scale-up environment. - 🌍 Hybrid working + 2 months per year to work abroad. - 🏗️ A strong onboarding program with hands-on training and a dedicated buddy to set you up for success. - 🧘 Mental health support with free sessions from on-demand psychologists [(OpenUp)](https://openup.com/nl/). - 📚 Learning budget + 2 extra days off to attend courses or conferences. - 🌴 28 vacation days to rest, recharge, and travel - 🚆 Travel reimbursement to our Utrecht HQ. - 📶 Monthly internet & phone allowance to stay connected. - 🗣️ Dutch courses for our international colleagues. - 🍴 Daily warm lunches prepared by our workplace experience team when you’re at our [beautiful Utrecht office](https://www.centralpark-utrecht.nl/en). - 💼 Pension contribution to help you plan for the future. - 🛫 Sabbatical: After two years, enjoy up to three months away (unpaid) to rest, recharge, or see the world. ## **🔍 Our hiring process** 1. **Introductory call** – First conversation with our Talent team. 2. **Manager interview** – Deep dive into experience and expectations. 3. **Practical assignment** – Role-related, real-world challenge. 4. **Team connection** – Meet future colleagues and confirm mutual fit. We aim to keep the process clear, fair, and timely, and we’ll keep you informed at every step. ## Join us in building the future of customer engagement — we’d love to have you on the team. 👉 **Apply today and let’s grow together!** *We believe great ideas come from diverse perspectives. If you’re excited about this role but don’t meet every requirement, we encourage you to apply.*