ABOUT THE ROLE

We’re looking for an Operations Engineer to join our growing Operations team. In this role, you’ll be a key partner to our customers — ensuring a seamless onboarding journey, providing timely, expert support once they’re live, and keeping our operations running smoothly by monitoring key platform processes and managing incidents when they arise. Working closely with our commercial, product, and engineering teams, you’ll turn complex integrations into smooth, reliable, and efficient experiences.  

Main responsibilities:  

Implementation & Onboarding:  

• Act as the primary point of contact for customers during their onboarding, ensuring they are properly setup on our platform and addressing their technical inquiries  

• Collaborate with commercial, product and engineering teams to ensure smooth onboarding and handovers and proactively identify and communicate risks  

• Create and maintain onboarding documentation, checklists, and best practices  

• Contribute to the improvements of Etpa onboarding process by creating training sessions, workshops, etc.  

Technical Support & Troubleshooting:  

• Diagnose and troubleshoot technical issues related to our products and services, providing step-by-step solutions to customers

• Document and track customer interactions in our support system, ensuring accurate records of issues, resolutions, and follow-ups

• Collaborate with cross-functional teams, including engineering and product management, to escalate complex issues and provide feedback on product performance

• Document resolutions and contribute to the internal knowledge base and customer documentation

Operations:  

• Actively monitor our platform key processes ensuring early detection of incidents

• Work closely with Operations, Product, and Engineering teams to continuously enhance our monitoring tools and capabilities 

• Serve as Incident Manager during assigned shifts (approximately every 4–5 weeks), coordinating the resolution of any issues to restore normal operations quickly and effectively

ABOUT YOU

• 5+ years of experience in a similar role/environment 

• 3+ years of experience in a customer facing role 

• Good understanding of web technologies (APIs, integrations, data formats such as JSON/CSV/XML) 

• Good troubleshooting and problem-solving skills (log investigation, experience with Datadog is a plus) 

• Strong communication abilities — able to explain technical concepts clearly to non-technical users. Feel comfortable working with clients and developers 

• Proactive, detail-oriented, and always looking for ways to improve the process 

• You thrive in a fast-paced, collaborative environment 

• Fluent in English (Dutch or German language is a plus) 

• Scripting experience is a plus 

• Experience in the energy industry is a plus 

• Experience with ticketing platforms is a plus (Zendesk, Hubspot, etc.) 

TEAM PERKS

MEET YOUR HIRING TEAM