Technical Support Analyst
About us
Crunchr is the People Analytics platform for forward-thinking HR teams. We believe people are the key to a company's value, so we start with our own.
We're a lean team working from our Amsterdam headquarters and Boston office: genuinely curious, open-minded and down to earth. We share what we know, stay open to better ideas and let data, not ego, guide our decisions. For more information about us, you can visit the Crunchr career page.
Some context about the role
As our Technical Support Analyst, you are the first technical point of contact for our customers and your Customer Success colleagues: the person who figures out what's really going on when something doesn't work as expected. You'll get to know our platform inside out, from customer data flows to product configuration, and help customers get the most out of Crunchr.
You'll be the bridge between our customers and our Customer Success and technical teams, turning what customers report into something those teams can act on. This role is brand new, so you'll help shape it as we discover where the biggest technical needs lie. Along the way, you'll learn fast, grow your data and technical skills, and see your work directly improve the customer experience.
The total CS team consists of 10 team members working as Customer Success Managers, Data Engineers and Customer Success Specialists across the Netherlands (Amsterdam) and US (Boston). You will be based in Amsterdam, and will report directly to the Head of CS. You will work closely with our CSMs and DEs on customer accounts, and with the Product & Tech department for technical escalations.
Some of your responsibilities will be:
- Triage issues reported by customers or Crunchr colleagues: reproduce the problem, find the root cause and resolve what you can.
- Escalate bugs to the Product and Customer Success team with clear context, and keep the CSM informed on progress for their customer.
- Maintain and improve internal documentation and troubleshooting guides so common issues can be resolved faster.
- Spot recurring or systemic issues and flag patterns to Product and Data Engineering, rather than only handling them case by case.
- Monitor customer data uploads and escalate failed or delayed uploads.
- Support the CS team with scoped technical requests, e.g. setting up Single Sign-On (SSO).
- Help onboard new customers with initial technical setup and configuration questions.
What we expect from you
MUSTS
- A Bachelor's degree, or equivalent experience, in a data, quantitative, technical or IT-related field (e.g. data science, econometrics, information science). This is an entry-level role: 0–2 years of work experience, and recent graduates are welcome.
- An analytical mindset: when something breaks, you dig in, test a few hypotheses and do your own first pass, so that when you escalate, you bring context and not just a symptom.
- Comfortable working with data in Python: enough to spot inconsistencies in a dataset, read scripts and interpret logs.
- Strong communication skills; able to explain technical topics clearly to both customers and colleagues.
- Accurate and detail-focused, while able to prioritize in a dynamic environment with shifting demands.
- You enjoy helping people and collaboratively solving problems, big or small.
- You are genuinely curious about AI and excited to explore how it can improve how we work, whether that's automating repetitive tasks or finding smarter ways to solve customer challenges.
- You share the way we work: Think big, Ship small, Win together.
- You want to work out of our Amsterdam office at least 2 days per week.
NICE TO HAVES
- Experience in a customer-facing technical support, helpdesk, or solutions role.
- Experience working cross-functionally.
- Experience in a SaaS or HR tech environment, or with HR data and systems (e.g. Workday, SAP SuccessFactors).
What you can expect from us
- A great place to start your career: an individual learning budget, regular hackathons and focus days for your development, and colleagues who genuinely want to see yousucceed.
- Autonomy, trust, and the opportunity to make a measurable impact on Crunchr's growth story.
- 4 weeks of workation, floating holidays, an annual company trip and local meetups.
- Healthy lunches together at our Amsterdam office, with a view of the city skyline.
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