Support Engineer (m/w/d) (English Speaker)

Support Engineer (m/w/d) (English Speaker)

Location: Belvaux

Employment type: Permanent position, 40 hours/week, CDI (permanent contract)
Starting date: As soon as possible
Home-Office Option: Flexibel

Flexible working hours: yes, with core working hours 9:00 -18:00

Our clients is an innovative, internationally oriented software company based in Luxembourg.
The company develops specialized cybersecurity solutions and is an established provider of secure password and digital credential management and sharing. Its solutions are used by companies and organizations worldwide, helping them securely manage sensitive credentials and efficiently organize access within teams.

The company combines open-source technology with professional solutions for both cloud and on-premises environments.

Your responsibilities

You will be the central point of contact for customers and members of the international community, supporting them with technical questions and issues related to the software.

Your future role will combine technical support, troubleshooting, documentation, and close collaboration with product and development teams.

Your responsibilities will include:

• Handling, assessing, and prioritizing support requests
  
• Providing technical support to customers via email, phone, and video conferencing
  
• Analyzing and resolving installation, configuration, performance, and usability issues
  
• Reproducing issues and creating structured bug reports for the development team
  
• Managing support cases throughout the entire process — from the initial request through to resolution
  
• Engaging with the international community and acting as a bridge between users and the company
  
• Creating and maintaining technical documentation, tutorials, how-to guides, and other support content
  
• Contributing to product discussions and the prioritization of future product developments
  
• Identifying and implementing improvements to support processes
  
• Collaborating closely with Product Management, Engineering, and other internal teams
  

• Completed vocational training, university degree, or comparable qualification in IT
  
• At least 2 years of professional experience in technical support or a similar customer-facing role
  
• Experience handling and resolving complex support cases
  
• Strong knowledge of Linux system administration
  
• Good knowledge of web technologies and LAMP environments
  
• Experience with at least one programming language, ideally PHP
  
• Experience installing and administering CMS platforms such as WordPress or Drupal on Linux servers
  
• Basic knowledge or practical experience with Git, GitLab, and CI/CD
  
• Interest in modern technologies such as Docker, Kubernetes, and serverless environments
  
• Interest in IT security and, ideally, practical experience with OpenPGP
  
• Excellent communication and problem-solving skills
  
• Enjoy learning about unfamiliar technical topics and new technologies
  
• Structured, solution-oriented approach to work, combined with a high level of initiative
  
• Experience working in an international and culturally diverse environment
  
• Very good written and spoken English; additional language skills are an advantage
  

Even if you do not meet every single requirement, we would still love to hear from you if you have a solid technical foundation and demonstrate strong motivation, a willingness to learn, and a strong customer-service mindset.

• A key role as the company’s first full-time Support Engineer
  
• The opportunity to actively shape and develop the support function from the ground up
  
• An international working environment with a diverse customer and community base
  
• A wide variety of technical challenges involving Linux, web technologies, server administration, and IT security
  
• Close collaboration with Engineering, Product Management, and other specialist teams
  
• The opportunity to contribute your own ideas and make lasting improvements to support processes
  
• Professional and personal development opportunities, with the potential to progress into a Senior Support Engineer position and eventually take on a leadership role within the growing support team
  

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