Second Line Support Engineer

At Speakap, we're building a mobile-first Employee Experience Platform that helps frontline and deskless workers stay connected, informed, and engaged — all from their phones. With 600+ customers and 400,000+ users across industries like retail, hospitality, and healthcare, we're redefining how organisations communicate without relying on email or desktops. If you enjoy solving complex technical problems, digging deep into issues, and making a real impact on the experience of hundreds of thousands of users — we'd love to meet you. We are fast-moving and ambitious — driven by four values: we are customer- and people-obsessed, we take ownership, we stay curious and embrace change, and we are transparent. The way we bring those values to life is through the Speakap Way — how we collaborate, make decisions, communicate, and grow together. We look for people who not only have the right skills, but who naturally work this way. What You Will Do As a Second Line Support Engineer, you handle the complex cases that require real investigative thinking. You dig into log files, write scripts, analyse data, and find root causes — not just fix symptoms. You work closely with first line support, Customer Success, and Engineering to get things resolved properly and prevent them from coming back. You will:

• Handle medium to high complexity support cases — investigating issues through log files, databases, and system diagnostics to find root causes, not just fix symptoms
• Identify recurring issues and propose structural improvements to prevent them from coming back
• Write scripts to automate repetitive tasks and build reports using SQL and/or Python
• Manage and optimise our Zendesk environment — including automations, workflows, and integrations
• Monitor and improve AI tooling performance, including Suzie Bot and Copilot — identifying content gaps, tuning responses, and ensuring deflection quality stays high; contribute to the Help Center to keep content accurate and AI-ready
• Escalate to Engineering when needed with clear documentation and context, and keep all stakeholders informed throughout

What You Bring We are looking for a Second Line Support Engineer who enjoys getting to the bottom of complex technical problems and working in a collaborative environment.

• 5+ years in a technical support or second line engineering role, with scripting experience in at least one language (JavaScript, Python, PHP, or Bash)
• Solid understanding of web services — HTTP, REST APIs, JSON, XML — and comfortable with log files, databases (MySQL), and technical diagnostics
• SQL and/or Python experience for data gathering and reporting
• Hands-on experience with Zendesk — including ticket management, automations, and reporting
• Experience with AI support tooling such as chatbots, AI agents, or copilot-style tools — and an understanding of what makes them perform well (hint: it starts with content quality)
• Knowledge of GDPR and relevant privacy regulations; fluent in Dutch and English with HBO level of work and thinking

Most importantly, you are curious, structured, and take ownership of problems until they are truly resolved. What We Offer At Speakap, we're more than a workplace — we're a team that values your growth, ideas, and well-being.

• Impactful work — Support a product used by hundreds of thousands of frontline workers worldwide.
• Growth opportunities — Learn from experienced colleagues and expand your technical skills.
• Supportive culture — Enjoy a collaborative and inclusive team environment, team drinks, and all the tools you need (including the latest MacBook and Apple accessories).
• Flexibility — Our hybrid work model gives you the flexibility to balance work and life, including the option to work up to 90 days per year from abroad.
• Competitive benefits — A competitive salary, visa sponsorship (if needed), and the opportunity to make a real impact.

Ready to Make a Difference? If you're looking for a role where you can solve meaningful technical challenges, grow your skills, and work with a passionate team — we'd love to hear from you. Join Speakap and help empower frontline employees worldwide. Apply today — let's build something great together.