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 all rely on Rentman to keep their gear, people, and timing perfectly 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, flat, and inclusive, 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

At Rentman, we’re looking for a Technical Support Specialist who can take ownership of complex customer challenges and turn them into clear solutions. You’ll be the go-to expert for escalations, advanced troubleshooting, and professional services, ensuring customers get the most out of Rentman.

This role isn’t only about handling volume, but it’s about depth, impact, and quality. Your mission is to resolve technically complex issues, improve internal support processes, and act as a critical bridge between customers, the CX team, and our development teams. In this role, you’ll level up our support team’s technical expertise even more while making every customer interaction smooth, effective, and enjoyable.

What you’ll do

• Take full ownership of complex support escalations, and solving issues end-to-end
• Turn deep technical investigations into clear, practical next steps for customers, Support, and Product
• Strengthen our support foundation by creating and maintaining clear troubleshooting guides, workflows, and well-documented escalation handovers in Confluence
• Work closely with Tier 3 to identify workarounds, deliver fixes, and drive long-term improvements that reduce recurring issues
• Improve product quality by logging bugs accurately, supporting regression testing and new releases, and contributing to weekly Quack QA validations and AI training
• Spot patterns in customer issues and help turn them into product stability and performance improvements
• Act as a trusted technical partner for customers by advising on API integrations, technical setups, and IT requirements
• Deliver high-impact professional services, including onboarding, training sessions, migration packages, and custom document templates
• Represent Rentman externally at trade shows and industry events, sharing product knowledge and building strong customer relationships

What makes you successful as a Technical Support Specialist at Rentman

• You have at least 1 year of experience in technical support, handling complex issues via email, chat, phone, or social channels
• You’re a strong investigator with excellent troubleshooting skills and can explain technical topics to both technical and non-technical audiences
• You have a background in IT, Computer Science, Engineering, Data, or equivalent practical experience
• You’re comfortable and have experience working with:

Databases (MySQL, phpMyAdmin)

• Web & APIs (HTTP requests, CRUD operations, response codes)
• Web basics (HTML, CSS, JavaScript, PHP)

• You’re comfortable working with tools like Zendesk, Jira, Slack, and Confluence in a dynamic environment
• You enjoy improving systems, documentation, and processes, and not just fixing individual issues
• You’re curious, proactive, and excited about software, AI, and emerging technologies

What you’ll get

• An ambitious, inclusive, diverse international team
• Competitive salary (+8% holiday benefit), based on experience
• 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, Linux or Mac of your choice
• An annual training budget to boost your skill
• A pension plan via BrightPensioen
• Access to OpenUp for mental well-being and personal growth
• Sports activities (Rentman football team, squash and padel) and an Urban Sports fitness subscription
• An OV Business card if you live further than 10km away from the office
• A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities
• An amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17