Technical Support Specialist

About us

Rentman is a B2B SaaS scaleup building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open, flat, and inclusive, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact. Check out our public roadmap to see what’s coming next!

Mission of this role

As a Technical Support Specialist, you handle complex escalations from our Support team and provide expert-level support to customers. You are the bridge between customers, the CX team and the development team and you contribute actively to improving internal knowledge, troubleshooting processes and overall support quality. You work closely with Customer Support Specialists, Solution Specialists and QA Specialists.

You own your technical support queue and manage escalations with full ownership, handling around 30 to 40 tickets per week split across the team of 4. On a daily level you work directly with customers on complex issues, collaborate with Tier 3 on workarounds and fixes and contribute to internal documentation and QA processes.

What you'll do

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Manage your technical support queue with full ownership and resolve internal escalations promptly and effectively, aiming to resolve issues within one business day and maintaining a CSAT above 85% and an Internal Quality Score (IQS) above 93%

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Translate technical findings into clear, actionable insights for customers, support agents and developers

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Create and maintain troubleshooting guides and internal documentation in Confluence for the Tier 1 team

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Ensure escalation handovers are smooth, well-documented and easy for everyone to track

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Identify and develop workarounds and fixes in collaboration with Tier 3

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Support QA during regression testing and new product releases and log and document bugs as needed