Support Engineer, Halfweg

Your mission As a Support Engineer at The Storytelling Company, you provide critical, high‑quality remote and customer‑focused support for both software and hardware components of our solutions, with a primary focus on Audio/Video (AV) systems and our own proprietary software. While basic experience with AV is required, an expansion of experience in this area will be developed on thejob. More importantly, you possess strong interpersonal and communication skills, structured problem‑solving abilities, and a talent for maintaining operational oversight in support environments. You demonstrate a proactive mindset and a natural ability to de‑escalate situations.

You act as a technical escalation point and are able to take ownership of support operations at the team level. This includes tracking ticket resolution, ensuring SLA compliance, and escalating issues when deadlines or service expectations are at risk. Strong communication remains central to this role: you represent the support function with professionalism and clarity, both internally and in high‑pressure client environments. Your ability to de‑escalate, mediate, and lead with empathy builds trust and reliability in challenging situations. You work closely with our Development&Delivery teams to ensure support aligns with broader client and business objectives. In addition, you actively contribute to improving support processes, coaching colleagues, and helping coordinate documentation and knowledge sharing within the team. We value proactive thinkers who continuously look for ways to improve things– whether through smarter workflows, better tooling, or operational insights. A demonstrated passion for technology is essential.

Your profile

Provide hands‑on support and act as the primary escalation point for complex incidents

Monitor team ticket queues and ensure timely, high‑quality resolution in line with SLAs

Track KPIs, generate performance insights, and drive process improvements within support workflows

Facilitate daily support operations, including ticket prioritization, load balancing, and incident escalation

Represent the support team in internal planning and client‑facing meetings with authority and clarity

Work closely with engineering and delivery teams to resolve cross‑functional technical issues

Promote structured documentation and knowledge transfer within the team

Foster a customer‑focused support culture based on professionalism, diplomacy, and clear communication

Support recruitment, onboarding, and mentorship of support team members

Experience&Support Operations

Minimum of 5/6 years of experience in technical support, service engineering, or AV/IT service delivery

Proven experience leading or coordinating support processes

Ability to manage ticket queues, SLA tracking, and incident escalation

Familiarity with ITIL‑based workflows or similar structured support frameworks

Networking, Infrastructure&Availability

Strong technical knowledge of corporate networking and disaster recovery strategies in IT; experience in AV is a strong plus

Solid understanding of network technologies and hardware for preventive maintenance tasks (NetgearAV or CCNA is a strong plus)

Experience maintaining high‑availability networks and servers

Systems, OS&Application Troubleshooting

Understanding of how applications interact across network, OS, and application layers

Experience troubleshooting third‑party or internally developed software using OS‑level diagnostic tools (e.g., Event Viewer, resource monitoring, PowerToys/system snapshots, log files, network diagrams, rack diagrams)

Demonstrable technical expertise in Windows environments, networking, and AV‑related hardware

Tools&Platforms

Experience with JIRA, RMM/monitoring tools (e.g., NinjaOne), and documentation platforms

AI understanding and knowledge is a big plus

Communication&Client Interaction

Strong communication skills and the ability to act confidently in high‑pressure or escalated client situations

Comfortable facilitating client meetings and taking the lead with a combination of technical and interpersonal skills

Fluent in spoken and written English

Mindset&Collaboration

Collaborative mindset with a passion for team success, operational excellence, and continuous improvement

Why us?

Be part of a creative and supportive environment where you have the freedom to take ownership, share ideas, and collaborate with driven colleagues

Work with diverse teams and continue developing both professionally and personally

Hybrid working environment, combining in‑office collaboration with remote flexibility

Competitive salary and annual bonus opportunity

Meaningful work– contribute to award‑winning immersive, Interactive Signage, and extended reality projects while helping shape technical support within the department

Inclusive workplace– The Storytelling Company is an equal opportunity employer committed to creating an environment where everyone feels welcome, regardless of background, experience, or identity

About Us Since April 2025, flora&faunavisions GmbH, Purple Digital Storytelling, planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company. We combine strategy, design, and technology to create interactive events, immersive experience centers, stage productions, and revolutionary learning environments for international clients and target groups.

We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us. From the first idea to the last farewell note, from initial pixels to sustainable experiences.

Now, tell us,

what’s your story?

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