Technical Support Engineer

Context & Impact

Lansweeper is opening a new Support Engineer position in Ghent to keep pace with a growing, increasingly complex global customer base.

Your mission: become a trusted technical expert helping IT professionals worldwide get maximum value from the Lansweeper platform, working from an extensive in-house lab across Windows, Linux, macOS, Active Directory, VMware, AWS, and Azure. Over time, you'll grow toward SME-level expertise in one or more technical domains, with a clear path toward Operational Lead and beyond.

Near-term focus: handle more cases faster, with fewer touchpoints per resolution. By 2027, the team moves toward enterprise account support, meaning customer calls and higher-stakes interactions become part of the picture.

Challenge

• Getting up to speed with a genuinely complex product. Lansweeper touches every layer of a customer's IT environment, including networking, OS, cloud, OT, and IoT, and mastering it takes dedication and a real hunger to learn.
• Managing a dynamic caseload without losing the thread. Cases don't always move linearly. Customers go quiet, issues resurface, and colleagues need to pick up exactly where you left off. Organisation and documentation are non-negotiable.
• Balancing depth with speed. Some cases resolve in minutes; others require days of lab testing across complex environments. Knowing when to go deep and when to esc ape is a skill you'll develop fast.

Key Responsibilities

• Analyse and troubleshoot technical support cases from customers worldwide, primarily via written communication.
• Reproduce and solve issues in our in-house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.
• Document your troubleshooting steps and train of thought clearly in every case for quality assurance and seamless handover.
• Follow up on open cases proactively. No customer falls through the cracks and SLAs are respected.
• Work within a buddy system for your first six months, with output reviewed before it reaches customers.
• Maintain and improve technical documentation in Confluence, Jira, and Salesforce.
• As you grow: join customer calls for severity-one and enterprise cases, and develop SME-level expertise in one or more domains.

Key Requirements

Hard skills:

• 3+ years in IT support, system administration, or a closely related technical role with genuine hands-on troubleshooting experience.
• Solid networking foundation across subnets, firewall rules, network segmentation, and discovery protocols. You don't configure routers; you understand why one might block asset discovery.
• Hands-on experience with Linux (increasingly critical) and Windows; macOS is a plus.
• Ability to set up and configure VMs and lab environments (VMware or equivalent). This is a baseline, not a nice-to-have.
• Familiarity with Active Directory and cloud platforms (AWS and/or Azure).
• Basic familiarity with Jira, Confluence, and/or Salesforce.
• Ability to read and write basic SQL queries or scripts.
• Fluent English (written and spoken). Dutch is a strong plus for day-to-day integration in our Ghent office.

Soft skills:

• Genuinely curious about IT infrastructure. The kind of person who tinkers after hours because they want to.
• Highly organised. You manage multiple open cases simultaneously and never lose the thread.
• Customer-focused and quality-driven. The answer needs to be right, not just fast.
• Collaborative and ego-free. Knowledge-sharing is how this team operates.

AI-Specific Skills:

Lansweeper is an AI-native company. In this role, AI is a day-to-day tool, not a future concept.

The team actively uses Claude, ChatGPT, a Slackbot-integrated AI assistant, and other AI tooling to surface similar past cases, accelerate troubleshooting, and cut resolution time.

What matters is not which tools you've used, but whether you understand that a good prompt requires domain knowledge. Without solid technical foundations, AI won't save you. We need someone who uses AI as a force multiplier on top of real expertise. Experience building basic AI agents or automations is a genuine bonus.

Team Info

You’ll join a global Support Team of approximately 18 people, including approximately 14 SMEs and 4 management/lead positions, working across Belgium and Austin.

Our Offer

Salary: €35.000 – €47.000 gross per year (Belgium, based on full-time employment).

• Meal vouchers (€10/day), ecocheques (€250/year), vacation payout in June, and a 13th month in December.
• Time off: 20 days holiday + 12 ADV days + 12 public holidays.
• Health & protection: Full hospitalisation and outpatient insurance, life insurance, disability coverage