Manager, Technical Support

Bynder goes far beyond managing digital assets. Our digital asset management platform enables teams to conquer the chaos of proliferating content, touchpoints, and relationships in order to thrive.

 

With powerful and intuitive solutions that embrace the way people want to work, and a richly integrated ecosystem, We are the brand ally that unifies and transforms the creation and sharing of assets, inspiring teams, delighting customers, and elevating businesses. 

 

Our  500+ employees, known as ‘Byndies’, together constitute the world’s most extensive pool of digital asset management expertise. We enable more than 1.7M users across more than 3,700 organizations, including Spotify, Puma, Five Guys and Icelandair.

Founded in 2013, we have eight  offices around the globe, including the Netherlands, USA, Spain, UK, Australia and UAE. For more information, visit www.bynder.com.

Join our innovative and rapidly growing SaaS company as we prepare for the next stage of our growth. We are dedicated to providing an exceptional DAM solution that enhances efficiency and scalability for our diverse clientele, ranging from Fortune 500 companies to small businesses. With a robust and complex product, we pride ourselves on offering top-tier support that ensures our customers can maximize the value of our solutions.

Job Overview:

We are seeking a skilled and motivated Manager, Technical Support to lead a team of 2nd Line Technical Support Engineers while also taking on the role of Incident Coordinator to drive incident management excellence in a SaaS environment. This role combines leadership and strategic oversight with the responsibility of coordinating major incident resolution, ensuring minimal service disruption, and fostering a culture of continuous improvement within the support department. Based in Amsterdam and Rotterdam, Netherlands, you will collaborate closely with Product Managers and Engineers to ensure timely and effective resolutions for your team and provide outstanding service to our customers in line with SLA standards.

 

You will be part of an international team located in Amsterdam, Boston, San Francisco, and Melbourne, leading the team that serves as the go-to experts for users of our product worldwide. Your primary responsibility will be to provide leadership and guidance to your team, enabling them to deliver exceptional service efficiently and effectively. In addition, you will act as the Incident Coordinator during major incidents, orchestrating the processes and communication necessary to ensure a swift resolution.

 

With a mindset of continuous improvement, you will proactively identify and implement initiatives to enhance the efficiency, scalability, and quality of service within the department, driving its development and growth. Our global Support teams, comprising approximately 25 FTEs, are the face of Bynder for our clients daily. They handle complex technical tickets, often involving API and integrations, and thrive in a culture that is strong, friendly, and fun. This role is a unique opportunity to lead a high-performing team, make a tangible impact on customer satisfaction, and contribute to the evolution of our Support department.

 

Key Responsibilities:

 

Leadership & Team Management:

• Oversee, mentor, and develop a team of 2nd line Technical Support Engineers (~8 FTEs), ensuring they have the necessary skills and resources to provide high-quality customer support.
• Foster a collaborative and high-performance team environment.
• Monitor team performance and ensure the delivery of exceptional support services. Conduct performance evaluations, set objectives, and support career development for team members.
• Act as a liaison between the support team and other departments (Engineering, DevOps, Product) to ensure smooth issue resolution and product development.

 

Service Management & Incident Coordination:

• Apply ITIL principles to ensure effective incident, problem, and change management.
• Lead and coordinate the process of major incident resolutions, ensuring timely communication with all stakeholders (incl. customers and senior management) and procedure follow-up.
• Conduct and lead, the post-incident review sessions, ensuring that root causes are identified and addressed. You will be responsible for creating the Root Cause Analysis of the incident on request.
• Develop, maintain, and improve the incident management framework, ensuring swift and effective responses.
• Act as an escalation point for high-priority technical issues and customer escalations, guiding the team toward swift resolution.

 

Process Optimization & Continuous Improvement:

• Identify opportunities for process, workflow, and tool improvements and implement initiatives to enhance efficiency, effectiveness, and service quality.
• Collaborate with other departments to align support processes with company objectives and customer needs.
• Implement metrics and KPIs to monitor performance and drive continuous improvement.

 

Technical Expertise & Problem-Solving:

• Maintain a strong understanding of the company’s products and related technical environments.
• Support engineers in troubleshooting complex technical issues and ensure effective root cause analysis.
• Stay informed about relevant technologies and industry best practices to continuously enhance team capabilities.

 

Communication & Stakeholder Management:

• Communicate clearly and effectively with internal teams, customers, and senior management.
• Provide regular status updates on incidents, support performance, and ongoing improvement initiatives.
• Ensure communication is effective in both English and Dutch, adapting language for technical and non-technical stakeholders.

 

Key Capabilities:

• Strong leadership and people management skills with a focus on team development.
• In-depth knowledge of ITIL processes and best practices.
• Ability to manage high-pressure situations during major incidents.
• Analytical mindset with a focus on process improvement and efficiency.
• Excellent verbal and written communication skills in both English and Dutch.
• Technical acumen to support troubleshooting and collaborate with technical experts.

 

Qualifications:

• 3+ years of experience in technical support leadership roles within a SaaS or technology environment.
• ITIL certification or similar qualifications.
• Proven track record in managing major incidents and team performance.
• Experience with tools such as JIRA, Zendesk, or equivalent platforms.
• Familiarity with cloud platforms like AWS, Azure, or Google Cloud.

 

What we offer:

• Challenging and inspiring work environment
• Flat hierarchy where your voice will be truly heard
• Opportunity to initiate your own projects
• An experienced team is ready to welcome you anytime
• Unlimited vacation policy
• Competitive monthly compensation
• Apple gear
• Daily lunch
• Drinks at the Bynder Bar :-)
• Amazing office in the heart of Amsterdam

Our Commitment:

Bynder Love is the principle that guides the way we grow our teams, support our employees, and celebrate our differences.  At Bynder we strive to create a culture that embraces every Byndie because differences in background, experience, and perspective make Bynder even better.  At Bynder a diverse, inclusive, and equitable workplace is one where all employees, whatever their ethnicity, color, sex, age, religion, disability, sexual orientation, gender identity, national origin, or physical and mental ability are valued and respected. Our commitment is for all Byndies to have the freedom to be their true authentic selves.

Just as we are never finished innovating, Bynder’s commitment to being An Even Better Bynder is a constant, evolving commitment that includes education, listening, and action.