Senior Support Engineer

Festanstellung, Vollzeit · Purple - Amsterdam

Your mission

As a Senior Support Engineer at Purple, you deliver remote support from A to Z for the software and hardware components of the solutions we provide to our clients. Reported incidents (via Pulseway) are related to issues that arise in our Audio / Video (AV) solutions. While prior experience in the AV industry is a plus, it’s not a requirement; you'll have the opportunity to learn on the job. Throughout the day, you will also communicate with customers who have questions about our software, Hyro. This could be about how the product works, technical difficulties our clients are experiencing, or feedback on features they'd like to see. You and your team will ensure that the issue is resolved or that this information is relayed to the appropriate colleague, team, or partner.

You will collaborate closely with the Product & Delivery teams to ensure that they are aware of what is going on and what needs to be addressed so that we can help our clients create successful experiences. Also, we like to improve our Support process, so we're looking for a colleague who enjoys identifying and sharing improvements in our team, for example with regards to automation, scripting, and online documentation.

Our Service Management & Support team currently consists of 3 experienced engineers, and we’re looking to expand with an additional Senior Support Engineer. If you're a proactive team player with a knack for identifying and implementing improvements, we’d love to hear from you.

Your profile

A minimum of 5 years of experience in a Senior Support Engineering role, with a proven track record of leading complex troubleshooting and mentoring support engineers.
Strong technical knowledge in IT; AV industry experience is a big plus.
Demonstrated ability to work in a structured manner, emphasizing process adherence to enhance organization and efficiency within the support team.
Availability to participate in a standby rotation for after-hours support to resolve critical issues outside of regular office hours.
Relevant experience working with Windows Server & Workplace environments.
Strong understanding of networking technologies and hardware knowledge for preventive maintenance tasks.
Experience with ITIL processes and a solid grasp of monitoring tools.
Familiarity with RMM systems and ticketing platforms such as Pulseway..
Understanding of networking technologies.
Proficiency in spoken and written English.
Flexibility and teamwork skills to adapt to a dynamic environment.

Why us?

A supportive and creative environment where your input is valued.
Opportunities to work across diverse teams and grow professionally.
A role that offers both ownership and collaboration in equal measure.
A competitive salary, with annual performance-based bonuses.
A solid pension plan and travel or public transport allowance.
24 vacation days + 1 company holiday.
Compensation for remote work and phone subscriptions.
Fun company events, including a legendary yearly summer trip!

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About us

At Purple we design, produce, and build attention-grabbing moments. How do we do this? We combine the power of storytelling and kick-ass visual content with technology that amazes your senses. We're passionate about creative technical problem solving to ensure our clients' success in the growing experience economy, and we're on a mission to provide world-class experience centers and storytelling software to create engaging, captivating moments that anyone can use, anytime, anywhere. We accomplish this through Hyro, our story building tool that brings presentations, meetings, trainings, product reveals, interactive signage to the audience in an enticing and interactive manner.

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Your application!

We appreciate your interest in Purple Digital Storytelling. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at hr@storytellingcompany.com.