Skip to main content
Back to all jobs

Support Engineer

Hybrid NL, Den Haag
Full-time
Permanent employee

Job Description

You’re the problem‑solver our customers turn to first.

As a Support Engineer, you’re on the front line - becoming the first point of contact and helping customers tackle technical and functional questions about our PIAM software so they can get the most out of our solutions.
With your structured approach, you dive into issues quickly, deliver smart, high‑quality solutions, and collaborate smoothly with internal teams whenever needed.

Thanks to you, customers stay happy, systems run smoothly, and problems never linger longer than necessary.


What you will do

  • Act as first point of contact for customer support (phone & email)
  • Analyse, troubleshoot, and resolve technical and functional issues
  • Take ownership of incidents across 1st, 2nd, and up to 3rd‑line application support
  • Support customers using PIAM software in production environments
  • Work hands‑on with databases and analytical tools to investigate issues
  • Support application and asset lifecycle management processes
  • Collaborate with internal teams for escalations and fixes
  • Proactively suggest improvements to processes and customer experience

 
What success looks like

  • Fast and effective resolution of customer issues. 
  • High customer satisfaction (quality, speed, communication).
  • Accurate and structured handling of support tickets. 
  • Ability to work independently and take ownership. 
  • Continuous improvement of support processes. 
  • Clear and professional communication with clients and internal stakeholders.

Team & Culture


You will join a collaborative and close-knit team where colleagues support each other and share knowledge. The environment is professional yet friendly, with open and direct communication.

We value ownership and independence, while working together to solve challenges and continuously improve. Regular team meetings help keep everyone aligned and connected.

Our culture is challenging, collaborative, and solution-oriented: you’ll be encouraged to think critically, work closely with others, and contribute ideas.

It’s a supportive and inclusive environment where people enjoy working together and are motivated to deliver high-quality results.

Your profile

Core competencies

  • Customer-oriented and service-driven 
  • Analytical and problem-solving mindset 
  • Proactive and able to work independently 
  • Strong communication skills 
 
Technical skills

  • Experience in a support role 
  • Knowledge of databases (e.g. SQL) 
  • Experience with business applications 
  • Basic understanding of APIs is a plus 

Education & experience

  • Less focus on formal education, more on experience and practical knowledge 
  • Relevant work experience in a technical support environment
  • Fluent in Dutch & English (German is a plus)

What do we offer?

You will join a growing, international company that is shaping the future of PIAM solutions, where the Support team plays a key role in delivering high-quality service and customer satisfaction.
 
At ID-ware, you can expect a collaborative environment with room to learn from experienced colleagues, expand your responsibilities over time, and build a strong track record as a Support Engineer.
 
  • Being part of a fast-growing, international organization.
  • Working in an open, supportive and inclusive environment.
  • Opportunity to grow and develop with the company.
  • 28 Holiday days.
  • Pension from day one.
  • Fietsplan: an opportunity to lease a bike through salary conversion.

What is our hiring process?

  1. Video call screening with recruiter
  2. Video call interview with hiring manager
  3. Office interview + 2 business cases (one on technical skills and other on problem solving)

About us

At ID-ware, we have been shaping the future of Physical Identity and Access Management (PIAM) for more than 20 years. Our solutions and related services help organisations protect their resources, whether human or material, and keep them operational anytime.

Our customers are organisations of all business sectors, from education over industry, healthcare and the public sector up to critical infrastructure. Our PIAM suite is a software platform that manages the full lifecycle of physical identities, credentials and access rights. It integrates seamlessly with HR systems, access control technologies and other third-party solutions, protecting prior investments of organisations while enabling a scalable, future-proof security architecture. With our PIAM Suite, our customers gain full visibility and control over who has access to what, who approved that access, and for how long the access rights are valid.

However, at ID-ware, it is not only about software and technology. It is about the people who make it all possible. From development over sales and operations up to support, HR or finance, every role contributes to the value we deliver to our customers and to our joint success.

We are a diverse and collaborative global team, driven by curiosity, ownership, and a shared ambition to make a difference. Whether you are working directly with our product or supporting the business behind it, your work has a clear purpose and real impact.

If you are looking for a place where you can grow, take decisions, and be part of something meaningful, we would love to meet you.