{"id":1986182,"url":"https://alion.io/job/entrust-technical-support-specialist","title":"Technical Support Specialist","company":{"id":4788,"name":"Entrust","domain":"entrust.com","url":"https://alion.io/company/entrust","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":11,"ghost_share":0,"stale_share":0.636,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Haarlem, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":63000,"period":"year","method":"role_country_seniority_unknown","sample_n":70},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Rest API","optional":false},{"name":"Intercom","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-16T11:11:11Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Join us at Entrust\nAt Entrust, we’reshaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.\nGet to Know Us\nHeadquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’sthe curiosity, dedication, and innovation that drive our success and help us anticipatethe future.\nAs a Technical Support Specialist, you are responsible for handling technical, complex, and non-standard issues related to our SaaS platform. This position needs to be located in the Haarlem office a minimum of 3 days a week. typically Monday, Tuesday, and Wednesday. You will act as an escalation point for cases raised by L1 when further investigation or deeper technical analysis is required.\nYou serve as the link between Support and Product, Engineering, and DevOps, ensuring that technical issues are properly analysed, communicated, and followed through to resolution.\nAs part of the team’s operating model, you also participate in the L1 shift rotation, helping maintain continuity of support and staying close to day-to-day customer needs.\nKey Responsibilities\nHandle escalated tickets from L1 involving technical or unclear issues\n\nPerform in-depth investigation using logs, monitoring tools, and system data\n\nTroubleshoot complex issues related to API integrations, authentication, document processing, and platform behaviour\n\nIdentify root causes and document findings clearly for internal and external stakeholders\n\nWork closely with Product, Engineering, and DevOps to resolve bugs and incidents\n\nActively follow up on escalations and ensure timely resolution and communication\n\nSupport customers and partners with advanced technical questions (APIs, integrations, configurations)\n\nParticipate in incident management (analysis, communication, status updates)\n\nProvide technical input during customer calls, onboarding sessions, or escalations where needed\n\nContribute to internal knowledge base and documentation (FAQs, training materials, onboarding guides)\n\nSupport L1 team with knowledge sharing and guidance on complex topics\n\nIdentify recurring issues and propose improvements to product or processes\n\nProvide backup support to L1 when required, including participation in L1 shifts to help maintain service continuity\n\nAssist with first-line triage and customer-facing support when operational needs require additional coverage\n\nYour Position in the Team\nYou are part of the Technical Support team and contribute to both daily support operations and advanced technical resolution. You participate in the L1 shift rotation, support the team with technical guidance, and take ownership of more complex investigations and escalations when needed.\nYou collaborate closely with:\nLevel 1 Support\n\nProduct Management\n\nEngineering / DevOps\n\nCustomer Success\n\nYou play an important role in ensuring that technical knowledge is shared across the team and that customer issues lead to structural improvements.\nWho You Are\nMedior to senior professional with experience in technical support or a similar role\n\nStrong understanding of SaaS platforms and system architecture\n\nExperience with APIs and integrations (REST, authentication flows, etc.)\n\nComfortable analysing logs and debugging technical issues\n\nStrong problem-solving mindset with attention to detail\n\nAble to translate technical findings into clear explanations for customers and colleagues\n\nExcellent communication skills in Dutch and English\n\nProactive and able to take ownership of complex cases\n\nNice to Have\nExperience with digital signing / identity / security platforms\n\nFamiliarity with tools such as Intercom, Jira, and monitoring/logging tools\n\nExperience working with developers or participating in incident/problem management\n\nExperience in customer-facing technical calls or pre-sales support\n\nAt Entrust, we don’tjust offer jobs - we offer career journeys. Here is what you can expect when you join our team:\nCareer Growth: Whether you’rea budding developer or a seasoned expert, we’reinvested in your professional journey. With learning-forwardinitiatives and exciting challenges, your growth is our priority.\n\nFlexibility: Life is all about balance. Whether you’reremote, hybrid, or on-site, we offer flexible options that fit your lifestyle.\n\nCollaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.\n\nWe believe in securing identities-but it doesn’tstop there. At Entrust, we’repassionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious biastraining for our leaders to global affinity groups that connect colleagues across the globe, we’recreating a community where everyone is encouraged to be themselves.\nReady to Make an Impact?\nIf you’reexcited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’sbuild a more secure world-together.\nApply today!\nFor more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube\nFor US roles, or where applicable:\nEntrust is an EEO/AA/Disabled/VeteransEmployer\nFor Canadian roles, or where applicable:\nEntrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.\nIf you require an accommodation, contact .\nRecruiter:\nSteve ","description_format":"text","description_chars":5930,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Dutch","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Identity Management","Digital Signature"],"lifecycle":[{"event":"open","at":"2026-10-07T02:14:12Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.531,"p_room":0.9,"age_days":24,"expected_fill_days":41,"reasons":["conf:18","stale_co","velocity","win:mid"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/entrust-technical-support-specialist","json_url":"https://alion.io/job/entrust-technical-support-specialist.json","meta":{"generated_at":"2026-10-17T06:44:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9225,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4788},"rest":"https://alion.io/mcp/rest/get_company?id=4788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fentrust-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fentrust-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fentrust-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/entrust-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fentrust-technical-support-specialist"}]}