Senior Technical Support Specialist

At Trengo, support is more than solving tickets; it is how we shape the product and delight our customers. As our Senior Technical Support Specialist, you will own complex technical investigations, introduce lightweight testing practices that prevent problems before they reach customers, and act as the voice of Technical Support within Engineering. This role exists because we believe the people closest to customer challenges should also shape product quality, and that is exactly what you will do in this role!

About Trengo

Welcome to the forefront of AI-driven communication. At Trengo, we're redefining the industry by replacing repetitive work with meaningful conversations through our AI-powered customer engagement platform. We unify communication channels and leverage agentic AI to deliver proactive, human-like service, boosting efficiency for thousands of businesses worldwide.

As a fast-moving Dutch scale-up, backed by a $36M Series A and an official WhatsApp Business Solutions Provider, we thrive on acceleration. Your expertise will drive growth: you'll make a strategic impact, champion AI innovation, and help shape the product roadmap. You'll do this alongside an international team guided by our Dynamic pace, Future-proof mindset, Ownership, and Open culture.

What Your Role Looks Like

• You are the go-to expert for our most intricate tickets, analyzing logs, APIs, and system behaviors using tools like Nylas, Apideck and internally built AI tools.

• You’ll use your deep technical knowledge to resolve complex integration and system issues independently.

• You will deliver fully scoped, high-quality escalations, ensuring Engineering receives everything they need to fix a bug without further back-and-forth.

• You will introduce lightweight testing practices and validation workflows that align with Engineering standards.

• You will act as the dedicated Technical Support representative in Engineering workflows, participating in sprint inputs and sharing your knowledge to the existing TS agents through structured sessions and paired investigations.

We’d love to meet you if you:

• Have a strong technical foundation. You are an expert at log analysis, API debugging (REST/Webhooks), and troubleshooting complex third-party integrations.

• Bring QA Experience. You’ve implemented lightweight testing practices, and can write structured, actionable bug reports.

• Communicate with Precision. You can navigate a conversation with a Developer about a codebase issue just as easily as explaining a technical solution to a customer.

• Thrive in ambiguity. You are comfortable entering a high-growth environment where processes aren't always defined, and you have the drive to build those processes yourself.

• Are passionate about product quality. You care not just about fixing today’s ticket, but preventing the same issue from impacting hundreds of future customers.

⚙️ Our Tech & AI Mindset

AI is not a buzzword at Trengo — it's part of how we build and operate. You'll work with AI-driven features, automation, data, or tools that help us move faster and smarter. We value thoughtful use of AI that creates real value for customers and teams.

What’s in it for you?

This is what we carefully prepared for you:

• 🚀 A key role where you’ll make a visible impact in a vibrant scale-up environment.

• 🌍 Hybrid working + 2 months per year to work abroad.

• 🏗️ A strong onboarding program with hands-on training and a dedicated buddy to set you up for success.

• 🧘 Mental health support with free sessions from on-demand psychologists(OpenUp).

• 📚 Learning budget + 2 extra days off to attend courses or conferences.

• 🌴 28 vacation days to rest, recharge, and travel

• 🚆 Travel reimbursement to our Utrecht HQ.

• 📶 Monthly internet & phone allowance to stay connected.

• 🗣️ Dutch courses for our international colleagues.

• 🍴 Daily warm lunches prepared by our workplace experience team when you’re at ourbeautiful Utrecht office.

• 💼 Pension contribution to help you plan for the future.

• 🛫 Sabbatical: After two years, enjoy up to three months away (unpaid) to rest, recharge, or see the world.

🔍 Our hiring process

1. Introductory call – First conversation with our Talent team.

2. Manager interview – Deep dive into experience and expectations.

3. Practical assignment – Role-related, real-world challenge.

4. Team connection – Meet future colleagues and confirm mutual fit.

We aim to keep the process clear, fair, and timely, and we’ll keep you informed at every step.

Join us in building the future of customer engagement — we’d love to have you on the team.

👉 Apply today and let’s grow together!

We believe great ideas come from diverse perspectives. If you’re excited about this role but don’t meet every requirement, we encourage you to apply.