Technical Support Analyst

Job description

Who we are

Software Improvement Group is an ambitious global technology and consultancy firm delivering independent software quality assurance solutions. We believe we can make the world a better place by helping developers and organizations create qualitatively better software. To accomplish this, we are continuously improving and expanding our Software Intelligence Platform. We serve our clients project based in all sorts of domains, like the public sector, energy, telecom, and financial sector. We support our clients and colleagues with a professional service management team.

Where you come in

As a Sigrid Service Engineer at SIG you will be in direct contact with clients to assist in leveraging the SIG products and services, making sure clients will be able to keep working towards ‘Getting Software Right’. Having a top-notch customer focus and a service-oriented attitude are key to successfully supporting our clients.

You will be a fundamental addition to the SIG Core delivery group, ensuring that pre-analysis of uploaded source code is carried out effectively, such that measurements can lead to advice in our consulting group. Additionally, you will be on call with clients to assist in the resolution of questions around SIG tooling and the operation of these tools. You will work in a small Amsterdam based team that picks up all support and service tasks for the consultancy organization, working closely with the consultants that are responsible for clients in all domains. You will be part of a developing service organization keeping an eye open for further shift left opportunities.

How we work

As a member of the newly setup Service Center, you will work on various aspects of the SIG tooling to arrange for operational tasks, helping to streamline and elicit options for automation. Operational excellence in delivery is what you aim for. Additionally, you will be on call with clients for direct support.

Typically, your work will consist of:

  • Serving as the first point of contact for customers in need of technical assistance
  • Carry out 1st line support for clients and ticketing thereof. Dispatching tickets to 2nd and 3rd lines
  • Take ownership of resolving tickets in time, towards the client and across the company
  • Responding in a timely manner to service issues and requests
  • Source code upload handling within the SIG tooling
  • Carrying out initial analysis based on SIG models and methodology
  • Evaluation of Source Code monitor triggers in the SIG tooling
  • Cooperation with developers and consultants for 2nd and 3rd line support
  • Building and adding to a client knowledge database
  • Helping your co-workers with internal support

What's in it for you?

You will receive rigorous training in SIG’s proprietary toolset and methodologies. We will help you achieve your goals through continuous professional development and regular career progression sessions.

We are not interested in people who are looking for a job! We are interested in people who are looking to change the world and believe this can be done through improving software quality! In reversing the world of quality software, we have big dreams, and we expect you to have the same!


  • Bachelor, preferably in a technical field like Computer Science/Engineering
  • 1+ years' work experience in an IT technical field
  • Experience with ITIL (preferably ITIL foundation certified)
  • Open to working in shifts
  • Excellent interpersonal skills
  • Analytical and geared to problem solving
  • Customer oriented through a service mentality, both internally and externally
  • Proactive attitude and self-starting
  • Skilled using a variety of operating systems
  • Excellent command of the English language, verbally & written