Support Engineer

AM-i is scaling fast, doubling year over year and serving hundreds of dealership locations, across a complex automotive customer base. As that base grows, the quality and efficiency of our support function becomes a direct driver of retention and reputation. This is not a role where you sit in a queue and work through tickets. It is a role where you treat every ticket as a signal and every recurring issue as something that should never happen again. You operate in a fast-moving environment where customers depend on AM-i for daily operations, so speed, clarity, and correctness are critical.
As Support Engineer, you work first line and second line — directly with customers, resolving issues with clarity and speed. But your real mandate is one level deeper: you own the support function as a system. That means owning the tooling, the knowledge base, the documentation, the automation, and the bug feedback loop into Engineering and Product. When a problem is fixed, it is fixed for always.
This role is key to transforming support from a reactive function into a scalable, proactive system that improves product quality and customer experience.
You report to the Head of Operations and work closely with Product, Engineering, and Onboarding. You are expected to raise the bar — in quality, in tooling, and in how support is perceived internally and by customers.

• Issue Resolution & Deep Ownership

Handle first and second line support across all channels: ticket, email, and phone
Own every issue you pick up through to full resolution, meaning no hand-offs without context, no open loops
Conduct structured discovery with customers to get to the real root cause, not just the reported symptom
Communicate clearly and proactively with customers throughout: set expectations, confirm resolution, always follow up (even if resolution is delayed)
Escalate to Engineering with precision: reproducible steps, environment details, and a clear articulation of customer impact
Focus on areas with recurring issues, especially when in integrations and data flows, because those have trickle-down effects and are the most costly to rectify, and do the most to damage to customer trust

• Fix Once, Fix for Always

Identify recurring issues and treat them as systemic failures, not individual tickets. So if something reoccurs, you treat it as a failure of the system and fix it structurally
Translate patterns into structured bug reports, product feedback, or documentation gaps
Collaborate with Engineering to ensure bugs are not just patched but properly resolved
Track recurring issue reduction as a personal success metric
Push back on workarounds: if the right fix exists, champion it. Challenge Engineering and Product when recurring issues are not structurally addressed

• Support Stack Ownership & Automation

Own the support tooling end-to-end: setup, configuration, workflow automation, and ongoing optimization
Build and maintain automations that reduce manual handling including routing, triage, templated responses, escalation triggers
Apply AI tooling to make support faster and more consistent, without sacrificing quality
Monitor support metrics and build dashboards that give the team and leadership clear visibility
Proactively identify where human effort can be replaced by smart automation and make it happen

• Knowledge Base & Documentation

Own the knowledge base: keep it accurate, complete, and easy to navigate for both customers and internal teams
Write and maintain user-facing documentation, FAQs, and troubleshooting guides that actually deflect tickets
Update onboarding documentation when support patterns reveal gaps in customer understanding
Measure and imrpove the degree to which users can find and access information and resolve questions or issues themselves
Work with the Solutions Engineer and Onboarding team to close the loop between what customers struggle with and what they are taught upfront
Measure documentation effectiveness by tracking ticket deflection rates

Be the structured voice of support in cross-functional discussions: bring data, patterns, and prioritised recommendations
Translate customer impact into language that drives action and work with Engineering on bug prioritisation
Partner with Product to ensure recurring pain points reach the roadmap
Keep Customer Success and Onboarding informed of active issues affecting shared customers
Represent the customer in every internal conversation about quality

Within defined SLA per tier
% of tickets resolved within target window
Post-resolution rating; target 4.5+ out of 5
% of issues resolved via self-service / documentation — tracked monthly
Reduction in repeat ticket categories quarter-over-quarter
% of escalated bugs acknowledged and resolved by Engineering within agreed timeframe
First 6 months Expected Impact

Go deep in the product and the support queue — understand every common issue and its root cause

Map the top 10 recurring ticket categories and their frequency
Audit the current support tooling, knowledge base, and documentation for gaps
Establish your working rhythm with Engineering, CS, and Onboarding

Eliminate or structurally reduce the top 3 recurring issue categories

Rebuild or significantly improve the knowledge base and measurably deflect tickets
Implement at least two meaningful support automations that reduce manual handling
Deliver a clear bug backlog with prioritised customer impact to Engineering

Support tooling running efficiently with dashboards giving full visibility to Operations
Ticket deflection rate trending up; recurring issue rate trending down
Onboarding and user documentation updated to close identified gaps
Support perceived internally as a structured, proactive function internally and by the customer

2 to 4 years in SaaS support, covering first and second line
Demonstrably tech-savvy: comfortable reading logs, working with APIs, and configuring support tooling without needing Engineering to hold your hand
Proven ownership mindset: you close loops, you follow up, you do not leave things open
Strong written and verbal communicator, clear in discovery with customers, precise in escalations to Engineering
Track record of turning recurring issues into structural fixes, not just repeated workarounds
Experience with knowledge base management and customer-facing documentation
Comfortable working in a fast-moving scale-up where processes are still being built

Experience with modern support tooling: Jira, Intercom, Zendesk, Linear, or similar. We use Jira, you’ll evaluate and evolve the system from here
Hands-on experience with support automation and AI-driven support workflows
Familiarity with automotive retail, dealership software, or vertical SaaS
Experience working directly alongside Product and Engineering teams on bug resolution
Background building or significantly improving a support function from the ground up

You own every issue from first contact to root cause resolution. Nothing gets closed until it is actually fixed. Fix Once, Fix for Always You treat every recurring ticket as a systemic failure. You do not patch — you fix, document, and prevent.
You actively look for manual effort to eliminate. You build systems that make support faster without making it worse. You are direct and precise with customers in discovery, and equally precise with Engineering in escalations.
You understand the product deeply enough to debug issues, read logs, and have peer-level conversations with Engineering. You measure yourself on resolution quality, ticket deflection, and recurring issue reduction — not ticket volume.
A high-ownership role with real scope to shape how support works at one of the fastest-growing automotive SaaS platforms in Europe.
Direct influence on support tooling, automation, and process. You own the function, not just the queue
Close collaboration with Engineering, Product, and Customer Success
A small, capable team where your impact is visible and your improvements stick
Hybrid model: 3 days in office in The Hague, 2 days remote
Salary in the range of €50,000 to €65,000, commensurate with experience

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