Technical Support Specialist

Rentman is a B2B SaaS scaleup building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they rely on Rentman to keep their gear, people, and timing in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open and flat, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact.

Technical Support Specialist

Mission of this role

As a Technical Support Specialist, you handle complex escalations from our Support team and provide expert-level support to customers. You are the bridge between customers, the CX team and the development team and you contribute actively to improving internal knowledge, troubleshooting processes and overall support quality. You work closely with Customer Support Specialists, Solution Specialists and QA Specialists.

You own your technical support queue and manage escalations with full ownership, handling around 30 to 40 tickets per week split across the team of 4. On a daily level you work directly with customers on complex issues, collaborate with Tier 3 on workarounds and fixes and contribute to internal documentation and QA processes.

What you'll do

• Manage your technical support queue with full ownership and resolve internal escalations promptly and effectively, aiming to resolve issues within one business day and maintaining a CSAT above 85% and an Internal Quality Score (IQS) above 93%
• Translate technical findings into clear, actionable insights for customers, support agents and developers
• Create and maintain troubleshooting guides and internal documentation in Confluence for the Tier 1 team
• Ensure escalation handovers are smooth, well-documented and easy for everyone to track
• Identify and develop workarounds and fixes in collaboration with Tier 3
• Support QA during regression testing and new product releases and log and document bugs as needed

What makes a successful Technical Support Specialist

• Education or experience in Computer Science, IT, Data, Engineering, or a related field (degree, bootcamp, certifications, or equivalent self-taught experience)
• At least 1 year of hands-on technical support experience via email, live chat, social media or phone. Customer service experience alone is not sufficient for this role.
• Strong investigation and troubleshooting skills with the ability to work through complex technical issues systematically
• Comfortable explaining technical problems clearly to both technical and non-technical audiences
• Web development basics: Working knowledge of HTML, CSS, JavaScript, and PHP (basic).
• Web & API knowledge: Comfortable with HTTP requests, including CRUD operations and standard response codes (e.g., 200, 400, 500).
• Passion for delivering value and genuinely improving the customer experience
• Strong analytical thinking and curiosity about new technologies
• Enthusiasm for software, support processes and staying up to date with industry trends
• Comfortable working cross-functionally and managing multiple priorities at the same time

Nice to haves

• Database skills: Familiarity with MySQL, databases, and phpMyAdmin is a strong plus
• Experience with Jira, Zendesk, Slack and Confluence
• Background in the AV rental, broadcasting or event industry

What you’ll get

• An ambitious, diverse international team
• A competitive salary based on experience and an additional 8% of your yearly gross income paid out every May
• A “13th month” annual bonus based on company results
• 25 days of paid vacation, plus one extra day off each year up to your 5-year anniversary
• A paid 4-week sabbatical after 5 years to go on an adventure
• Flexible WFH policy & work from anywhere for 4 weeks a year
• A shiny Windows or Mac of your choice
• An annual training budget to boost your skill
• A comprehensive healthcare plan and a pension plan with 3% company matching
• Access to OpenUp for mental well-being and personal growth
• A flexible and engaging work environment and various team activities
• An amazing office in the heart of Utrecht