About the Company
Our client in the maritime logistics space is on a mission to make global supply chains more secure and efficient. Based in Antwerp, they are recognized pioneers in their domain, digitizing and connecting complex logistics ecosystems using decentralized technologies like blockchain. With over 6,000 clients already using their platform, they’re scaling fast and investing heavily in building a world-class client support experience to match their global ambitions.
About the Role
Our client is looking for a Second Line Support Specialist to help them professionalize and expand their technical support operations. Up until now, Second Line responsibilities have largely been handled internally by the founding team, but as they grow, they are ready to bring in a dedicated expert.
Second Line Support is a critical role, in close collaboration with First Line and Development. It involves handling challenging, often unique cases from key clients and questions they have never encountered before. You’ll be responsible for analyzing technical and functional issues, determining where problems originate (our client or their client’s side) and ensuring smooth resolution in collaboration with the client & internal team.
This role is ideal for someone who is IT-savvy but no need to be highly technical. You might come from an IT background, or perhaps from a more functional or operational role in logistics or business. What matters most is your problem-solving mindset, communication skills, and ability to learn quickly in a complex environment.
Key responsibilities
- Communicate clearly and professionally with clients via email and live meetings
- Work closely with First line, Development and the clients of our client
- Take ownership of complex, non-standard client issues that First Line cannot resolve
- Analyze root causes and determine whether issues originate internally or on the client side
- Analytical thinking with the ability to handle complex or ambiguous issues
- Manage expectations by acknowledging inquiries, providing status updates, and ensuring internal coordination
- Investigate issues such as: data behaving unexpectedly, technical miscommunication, or malfunctioning terminals
- Use tools like Jira, Confluence and slack to manage and document support cases
- Contribute to the ongoing improvement of support processes and internal knowledge
Tech stack
- Hosting: AWS
- Operating Systems: Primarily Linux (experience with Linux is a plus)
- Databases: You know how databases work, but no need to be able to write queries
- Collaboration & Ticketing: Jira, Confluence, Slack, e-mail and phone
Nice to Have
- Previous experience in Second Line Support or functional support in an industrial or logistics environment
- Bachelor’s or Master’s-level education in IT, Business, Logistics, or a related field
- Affinity with IT systems and a willingness to learn (e.g., SQL, AWS, Linux)
- Fluent in English; Dutch is a bonus but not required
- Comfortable in both technical and functional conversations
Additional Information
- Client-facing role: Regular direct contact with customers via email and meetings
- Support structure: The Second Line team will work closely with a well-established First Line support team (5 people) and the Development team
Why Join
- Join a scale-up with strong product-market fit with bold vision
- Take ownership of a greenfield cloud security transformation
- Work on real-world challenges in a high-impact environment
- Contribute to a platform already trusted by thousands of users and help secure its future