Support&Site Reliability Engineer, Rotterdam

At Ontzorgd, we develop smart software that helps mental healthcare (GGZ) professionals deliver better care with more attention. We are building an AI platform that enables psychologists and psychiatrists to work faster, more efficiently, and more effectively. Which also means: when something goes wrong on our platform, a therapist is suddenly typing notes mid-session instead of looking at their client. Reliability during our sessions is very important.

We're growing quickly: we onboard new customers every week, and our systems process more audio and summaries every day. Until now our developers have absorbed all the operational and customer-support work on top of building the product. We've put the basics in place: Freshdesk for tickets, Azure Application Insights for observability, the start of runbooks and escalation paths. You are brought in to start working with this and extend it.

This is a 50/50 role: half reliability engineering on our Azure platform, half customer-facing technical support. You're not starting from zero: the foundations are there. Your job is to turn them into a real discipline: deeper observability, more mature incident response, a knowledge base, fewer fires, more engineering.

What you'll do Reliability&operations (~50%)

Build out observability on Azure (App Insights, Log Analytics, Azure Monitor or other tools if you so propose) so we know what's happening before customers tell us.

Extend alerting, incident response, and a business-hours-best-effort on-call practice that fits our team.

Lead blameless post-incident reviews focused on systemic fixes.

Support&customer-facing (~50%)

Own the support queue end to end: triage, respond, elevate, follow up.

Take over the rotating dev-on-support model so our engineers can stay in their code.

Build out our knowledge from real tickets so customers can self-serve where possible.

Be the technical depth person our account managers and customers escalated tricky issues to.

Close the loop between support and product: surface patterns, push fixes into the roadmap.

Write the runbooks so the next person on-call doesn't have to learn the hard way.

A developer who's quietly been the unofficial "ops person" on every team you've been on, and now wants to do it on purpose.

A junior or mid-level SRE / DevOps / platform engineer hungry for genuine ownership rather than another ticket queue.

An experienced SRE looking for high-impact work at a smaller company where you can shape practice instead of inherit it.

A technical support engineer with real coding chops who wants to grow into reliability work.

Experience

You've debugged a real production issue end to end: read the logs, formed a hypothesis, fixed it, written it up.

Clear written communication. You can explain a postmortem to engineers and a status update to a non-technical customer in the same day.

Customer empathy. You don't see tickets as interruptions.

HBO/WO-level thinking: a degree in CS, informatics or similar, or equivalent practical experience.

Dutch is strongly preferred (you'll be in contact with Dutch healthcare professionals). English is workable with translation tooling, and the team is mixed Dutch/English.

Bonus if you have any of these, but we don't expect all

Azure observability stack experience (App Insights, Log Analytics, Action Groups)

Incident response in a regulated environment (healthcare, fintech)

Familiarity with ticketing/helpdesk platforms (Freshdesk, Zendesk, Intercom)

What we offer

A role where you build reliability and support discipline from a clean slate— rare. Most SREs inherit a mess.

Stock options: a real share in what we're building together.

25 vacation days, with extra days negotiable.

Hybrid working with most days at our office in Rotterdam (Zomerhofstraat).

Vrijdagmiddagborrels, tech events, and a team that takes the work seriously but not itself.

Direct impact: every hour of uptime is a therapist who isn't typing during a session.

About Ontzorgd We're a fast-growing Rotterdam startup on a clear mission: use data in mental healthcare for the benefit of the patient. We combine healthcare expertise with AI to give GGZ professionals their focus back. We're building toward more than transcription: symptom recognition, risk detection, diagnostic support, together with GGZ institutions, safely and transparently. We need a reliability and support foundation that can carry that ambition.

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