Technical Customer Support Consultant

Start: Immediately
Duration: 6 months (+)
Schedule: 37.5 hours per week, full-time
Location: Leiden area, the Netherlands
Official job title:  Customer Technical Support (and Field Services) Engineer

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Job Description

This job brings you to the heart of the Financial Community: FinTech companies, Banks, and Corporations across the globe. In this role you assist customers around the world to solve their operational challenges daily and you work with colleagues from different locations and cultures.

You will be working with a member-owned cooperative that provides the communications platform, products, and services to connect banking organizations, securities institutions, and corporate customers worldwide.

They enable their users to exchange automated, standardized financial information securely and reliably, thereby lowering costs, reducing operational risk, and eliminating operational inefficiencies. They also bring the financial community together to work collaboratively to shape market practice, define standards and debate issues of mutual interest.


As a Technical Customer Support Consultant, you must be technically savvy and willing to acquire in-depth understanding of the entire product suite. Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, which is why the ideal candidate is a team-player and has excellent communication skills.

You will need an agile mindset, able to adapt quickly and continuously promote improvement in the services and products offered. You must also be able to think swiftly and analytically in case of crisis situations and incidents, inspiring confidence amongst customers and peers.

You will provide support for products and services within the area of your team expertise. As a junior you will be closely coached in your interactions with customers and as a senior you will be coaching your colleagues in your area of expertise.

The team operates in a KCS (Knowledge-Centered Service) fashion: sharing your solutions with customers and colleagues will be an important part of your job.

Main job duties:

  • Investigate together with internal parties to establish the root cause of problems reported by customers and provide end-to-end service support, retaining ownership of your cases;
  • Build and maintain customer relationships and increase customer satisfaction by performing checks of their operational environment and giving recommendations for improvement;
  • Travel to customers to deliver professional services (once a senior Field Services Engineer);
  • Participate in improvement projects and for both service and products and drive project deliverables.

Job Requirements

  •  A Bachelor’s or Master’s degree in IT/Engineering/Computer Science or equivalent;
  •  Strong English communication skills, both written and spoken.

Desired Skills and Experience (not required):

  • Technical certifications or proven skills in any of the following fields:
    o TCP/IP protocol and technical implementation (such as NAT, routing)
    o SSO, RADIUS, LDAP integration with applications
    o Windows, Unix , Linux, AIX, Solaris, Rhel administration
    o Oracle databases, MQ series and/or IBM WebSphere
    o User or Administrator of SAP, SalesForce, ServiceNow
    o Java, XML and SQL knowledge
  • Experience in a technical customer support environment;
  • Experience in Financial Services, Banking or similar;
  • Fluent oral and written skills in one or more languages other than English;
  • Familiarity with ServiceNow (CSM).


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External acquisition is not appreciated for this vacancy.