Technical Support Engineer

Technical Support Engineer – AI-Driven SaaS Product – Brainial – Utrecht / Hybrid - up to EUR 70k.

About the company

Brainial is a scale-up that has built, and keeps scaling, a successful AI-driven SaaS product. Our international customer base is growing rapidly, and we are backed by solid investments: recently funded, with 10x growth expected in the next 3–5 years.

The product gives knowledge workers a high degree of automation, so teams have much more time for human interaction. That leads to much more value creation within their organisations. One example of a valuable feature: filtering conflicting statements out of huge amounts of documents. For our clients, our AI SaaS product is a gamechanger.

The enormous attention for AI has paid off, but we have been working on this vision since 2019, long before the AI hype.

The role

As a Technical Support Engineer you are the technical point of contact for our customers. You work closely with Customer Success, Product Owners and our Developers, and you make sure every customer gets up and running smoothly and stays happy with the product.

Customer support tickets come first: handling the support queue is the core of your day. Next to that, you set up Single Sign-On (SSO) with Azure Active Directory and connect customers’ Microsoft SharePoint / Dynamics environments to Brainial. Integrations are configured in low-code tools such as Nango, so this is not a programming role. You don’t make changes to production code or data yourself; when a solution needs that, you hand it over to our developers with a clear, well-documented description.

You don’t just close tickets. You dig into the root cause, explain technical topics clearly to customers, and help improve the product and our processes along the way.

What you’ll do

• Handle incoming customer support tickets: triage, investigate and solve them. This is your main focus
• Configure Single Sign-On (SSO) and user provisioning with Azure Active Directory (Microsoft Entra ID)
• Set up and support customer connections with Microsoft SharePoint / Dynamics
• Configure customer integrations in low-code tools such as Nango, without writing code
• Guide new customers through technical onboarding, from first setup to a working, fully configured environment
• Escalate issues that need changes to production code or data to the development team, with clear and reproducible descriptions
• Act as a trusted technical contact for customer IT teams, both by email and in calls
• Write and maintain onboarding guides, integration documentation and knowledge base articles
• Spot recurring issues and suggest improvements to the product, onboarding process and support tooling
• Use AI tools to work faster and smarter in troubleshooting, documentation and customer communication

Tech stack: Ticketing system for handling the support queue, Azure Active Directory (Microsoft Entra ID), Single Sign-On (SSO): SAML 2.0, OpenID Connect, Microsoft SharePoint & Dynamics (Online), Nango (low-code integration platform), connectors to SharePoint and Microsoft Dynamics 365, Tenant setup, user provisioning, configuration and go-live support.

What you bring

• MBO level: a completed MBO education (level 4), preferably in ICT or IT support, or equivalent work experience.
• Ticket handling: experience working through a support queue. You prioritise, investigate and solve customer tickets, and this is where you spend most of your time.
• SSO, SharePoint and Dynamics: hands-on experience setting up SSO with Azure Active Directory (Microsoft Entra ID), and working with Microsoft SharePoint / Dynamics.
• Low-code integrations: experience configuring integrations in low-code tools, such as Nango or a comparable integration platform.
• No production code or data changes: you are comfortable working through configuration only. Changes to production code or data are always handed over to the development team.

What we offer

• A competitive gross annual salary, plus a strong benefits package
• Work with ambitious, driven people in a high-energy scale-up
• Plenty of growth opportunities: as the company scales, new roles and responsibilities open up constantly
• Flexibility to work from home, with 2 to 3 days a week in the Utrecht office to learn and collaborate together

Interested? Please apply directly via LinkedIn.