Support Engineer - Brussels, Louvain-la-Neuve & remote

Support Engineer

The Support Engineer sits at the intersection of Customer Success and Engineering. They handle the full range of support tickets — from everyday user questions to technical investigations — and execute recurring technical operations (client migrations, SSO setups, configurations).

Our support team relies heavily on AI tools to accelerate investigation, drafting, and knowledge retrieval. As a result, communication skills weigh more than raw technical depth: we're looking for someone who writes clearly, thinks like a customer, and can leverage AI to handle technical complexity.

Key responsibilities include:

• Respond to day-to-day support tickets from end-users and client admins
• Handle L2 tickets escalated by the CSM team
• Investigate and reproduce bugs; escalate to Engineering with clean, actionable diagnoses
• Execute client data migrations and configuration changes
• Set up and troubleshoot SSO integrations (SAML, OIDC)
• Run SQL queries and basic scripts to investigate and correct data (with AI assistance)
• Assist clients with API-based integrations
• Document recurring issues and contribute to the internal knowledge base

Required skills include:

• Excellent written communication — the role is primarily writing
• Customer empathy combined with the ability to push back when needed
• Strong documentation habits
• Ability to prioritize across multiple tickets and SLAs
• Comfortable using AI tools (Claude, ChatGPT, Copilot) as part of daily workflow

Technical skills include:

• Ability to read and adapt SQL queries
• Comfortable with REST APIs and tools like Postman
• Basic understanding of SSO concepts (SAML, OIDC)
• Willingness to read logs and learn observability tools (Datadog, Sentry, or similar)
• Git basics and ability to navigate documentation

Deeper technical skills are a plus but not required — we expect the candidate to grow into the technical side with AI assistance and team support.

Languages include:

• English: fluent (required)
• French or Dutch: fluent (at least one required)
• Additional European languages: a plus

Experience includes:

• B2B SaaS experience preferred
• No specific coding background required

Nice to have includes:

• Experience with ticketing platforms (Intercom, Zendesk)
• Familiarity with GDPR basics
• Exposure to mobility, proptech, or HR tech

What you'll get includes:

• A salary package in line with your experience and skills
• Normal working hours — rest matters more than Red Bull
• Real autonomy and trust — your voice matters here
• A startup tackling a real-world, impactful challenge
• Flexibility: choose between employee or freelance
• Hybrid working: 1-2 days on-site
• Office in Louvain-la-Neuve and Brussels

We have offices in Brussels and in Louvain-la-Neuve but we work more from home than from the office. Although not a stated objective, we have an equal number of men and women. We are very protective of our work-life balance yet very committed to company success. We contribute annually to our favorite charitable or socially responsible causes that we choose in a fun team event. We make a point of delivering quality, we want to be a profitable company but we reject common corporate bullshit and greenwashing. We are Commuty!

Interested? Apply!

If your application is selected we will get in touch to organize:

• Screening call of 30min
• Case
• In-person/videocall Case review interview of 1hr
• Fit interview with our co-founders of 1 hour

Talk soon!