Technical Support Engineer

At Nedap Retail, we’re redefining the retail experience with our cutting-edge iD Cloud platform. Partnering with global brands such as Abercrombie, Levi’s, and Puma, we empower retailers to achieve perfect inventory visibility and deliver exceptional shopping experiences. As a global leader in RFID technology, our mission is simple: perfect inventory visibility, no waste, no losses.

We are looking for a Technical Support Engineer to join our Operations Team in North America. In this role, you will serve as the primary second-line iD Cloud support engineer for the US region and act as the regional technical escalation point, embedded within a distributed global team across time zones. This is not a standard reactive support role. You will operate with a high level of autonomy, apply strong technical judgment, and proactively identify root causes and improvement opportunities.

You will collaborate closely with colleagues in the Netherlands and act as a critical bridge between customers, internal teams, and global product and engineering stakeholders.

Key responsibilities:

Regional Second-Line Technical Ownership: As the only second-line support engineer for iD Cloud in the U.S., you will take ownership of complex technical escalations and ensure timely resolution. You will own technical issues end-to-end from intake through validated resolution, exercising sound judgment in prioritization and next steps while escalating structural product matters when required. You will identify root causes and implement sustainable solutions rather than temporary fixes, while accurately documenting issues, resolution steps, and time spent within the ticketing system. Beyond core support responsibilities, you may contribute to additional technical initiatives within the Nedap U.S. iD Cloud team when capacity permits.

Hands-On Troubleshooting & Validation: You will install, configure, and test iD Cloud mobile applications and RFID hardware. You will independently reproduce reported issues to validate behavior and confirm fixes, applying structured troubleshooting methodologies and iterative testing to ensure accuracy and reliability. You will troubleshoot API integrations, connectivity issues, configuration challenges, and cloud-based deployment environments where applicable.

Cross-Regional Collaboration: You will collaborate closely with support, product, and engineering teams in the Netherlands to ensure consistent resolution approaches, share insights, and maintain alignment across time zones. You will escalate reproducible defects with clear technical context and business impact when engineering intervention is required.

Structured Product Feedback & Communication: You will provide clear, actionable feedback to Product and Engineering teams based on recurring issues and field observations. You will ensure that information from global customers  is accurately documented and effectively communicated to internal stakeholders, supporting continuous improvement.

Documentation & Knowledge Enablement: You will develop and maintain technical documentation, FAQs, and troubleshooting guides to support scalable knowledge management and enable greater customer and internal self-service. You will contribute to improving support processes and documentation standards over time.

Internal Technical Support & Information Flow: You will serve as a strong technical resource for the U.S. team, supporting colleagues with product-related technical questions and ensuring relevant insights are proactively shared across functions.

What We’re Looking For

• Technically Curious & Root-Cause Driven: You ask “why,” not just “how.” You are motivated to understand system behavior and address the underlying cause of issues.
• Hands-On Technical Problem Solver: You are comfortable installing, configuring, and testing mobile applications and RFID hardware independently and iterating through trial and error.
• Independent Decision-Maker: You can assess technical situations, prioritize appropriately, and determine urgency without constant oversight.
• Strong Communicator & Global Collaborator: You collaborate effectively across regions and cultures. You are proactive in reaching out to developers, product managers, and UX designers — not just when assigned.
• Self-Drive & Entrepreneurial Mindset: A hands-on, agile, and solution-oriented approach is essential. You actively seek out information rather than waiting for answers. Lack of process or documentation should be seen as a challenge to solve, not a blocker.

What You Bring

• 3–6 years of experience in technical support, preferably within a SaaS or enterprise technology environment
• Customer facing endeavor
• Strong understanding of networking fundamentals (HTTP/HTTPS, APIs, mobile connectivity) and experience working with APIs and integration troubleshooting is a plus

Other Requirements

• Hybrid role based in Burlington, MA (2–3 days per week in office)
• Approximately 10% domestic and international travel, including occasional visits to headquarters in the Netherlands
• Flexible availability: This role requires participation in an on-call rotation, including occasional evenings, weekends, and holidays, to support critical issues.
• Valid U.S. driver’s license and eligibility for U.S. employment

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Life, LTD, and STD insurance coverages
• Flexible work hours and remote options
• Paid time off (PTO) and parental leave
• A professional environment that supports personal and professional growth — “First People, then Technology”

Nedap is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable work environment where every individual is valued and empowered to thrive.  Nedap provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, color, sex, disability, national origin, race, religion, veteran status, or any other characteristic protected by federal, state or local laws.