Support Engineer / Servicedesk Engineer

What do we offer?

You will join a growing, international company that is shaping the future of PIAM solutions, where the Support team plays a key role in delivering high-quality service and customer satisfaction.
 
At ID-ware, you can expect a collaborative environment with room to learn from experienced colleagues, expand your responsibilities over time, and build a strong track record as a Support Engineer.
 

• Being part of a fast-growing, international organization.
• Working in an open, supportive and inclusive environment.
• Opportunity to grow and develop with the company.
• 28 Holiday days.
• Pension from day one.
• Fietsplan: an opportunity to lease a bike through salary conversion.

Job Description

You’re the energetic problem‑solver our customers turn to first.

As a Support Engineer, you’re on the front line - becoming the first point of contact and helping customers tackle technical and functional questions about our PIAM software so they can get the most out of our solutions.
With your structured approach, you dive into issues quickly, deliver smart, high‑quality solutions, and collaborate smoothly with internal teams whenever needed.

Thanks to you, customers stay happy, systems run smoothly, and problems never linger longer than necessary.

Team & Culture


You will join a collaborative and close-knit team where colleagues support each other and share knowledge. The environment is professional yet friendly, with open and direct communication.

We value ownership and independence, while working together to solve challenges and continuously improve. Regular team meetings help keep everyone aligned and connected.

Our culture is challenging, collaborative, and solution-oriented:  you’ll be encouraged to think critically, work closely with others, and contribute ideas.

It’s a supportive and inclusive environment where people enjoy working together and are motivated to deliver high-quality results.


What you will do

• Act as first point of contact for customer support (phone & email).
• Analyse and resolve technical and functional issues.
• Support customers using PIAM software. 
• Work with databases and analytical tools to troubleshoot issues. 
• Support asset management processes. 
• Collaborate with internal teams for escalations. 
• Suggest improvements to processes and customer experience 

 
What success looks like

• Fast and effective resolution of customer issues. 
• High customer satisfaction (quality, speed, communication).
• Accurate and structured handling of support tickets. 
• Ability to work independently and take ownership. 
• Continuous improvement of support processes. 
• Clear and professional communication with clients and internal stakeholders.

Your profile

Core competencies

• Customer-oriented and service-driven 
• Analytical and problem-solving mindset 
• Proactive and able to work independently 
• Strong communication skills 

 
Technical skills

• Experience in a support role 
• Knowledge of databases (e.g. SQL) 
• Experience with business applications 
• Basic understanding of APIs is a plus 

 
Education & experience

• Less focus on formal education, more on experience and practical knowledge 
• Relevant work experience in a technical support environment
• Speak and write fluently in Dutch & English (German is a plus)

What is our hiring process?

1. Video call screening with recruiter
2. Video call interview with hiring manager
3. Office interview + 2 business cases (one on technical skills and other on problem solving)