Senior Support Engineer

Permanent employee, Full-time · Brand Experiences - Halfweg

Your mission

As a Senior Support Engineer at The Storytelling Company, you deliver remote support for the software and hardware components of the solutions we provide. Reported incidents (via JIRA) are related to issues in our Audio / Video (AV) solutions. While experience in the AV industry is a plus, it’s not a requirement—you’ll have the opportunity to learn on the job.

You’ll also support customers using our software, TSS, answering questions about how the product works, helping with technical difficulties, and collecting feature feedback. You and your team make sure issues are resolved or passed on to the right colleague, team, or partner.

You’ll work closely with our Product & Delivery teams to keep them informed and help create successful experiences for our clients. We value a structured approach to ticket handling, and your ability to organize and improve processes will be a big asset.

We’re also looking for someone with strong communication skills—clear, precise interaction with both clients and internal teams is key to reducing response times and improving support. Being able to triage and prioritize issues so they’re resolved right the first time is an important part of this role.

We continuously look for ways to improve our support processes, and we’d love a colleague who brings ideas to enhance automation, documentation, and the support structure overall.

Our team currently includes 3 experienced engineers, and we’re ready to welcome a fourth. 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.
Proven skills in improving communication workflows, ensuring clarity and precision in both internal and external communications.
Ability to lower response times by properly triaging issues, ensuring accurate prioritization and resolution of incoming tickets on the first attempt.
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, networking & cloud service 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.
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

We create experiences that go beyond the ordinary. By shaping spaces and environments, we help our clients engage their audiences in ways that are memorable, meaningful, and true to their identity. Every project starts with curiosity, exploring new ideas, technologies, and perspectives to deliver fresh, innovative solutions. We push boundaries through bold creative concepts and cutting-edge technology.
We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us.
Now, tell us, what’s your story?

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Your application!

We appreciate your interest in The Storytelling Company. 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.