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Technical Support Engineer

Burlington, Massachusetts, USA, United States

What are you going to do?

Partnering with global brands such as Abercrombie, Levi’s, and Puma, we empower retailers to achieve perfect inventory visibility and deliver exceptional shopping experiences. As a global leader in RFID technology, our mission is simple: perfect inventory visibility, no waste, no losses.

We are looking for a Technical Support Engineer to join our Operations Team in North America. In this role, you will serve as the primary second-line iD Cloud support engineer for the US region and act as the regional technical escalation point, embedded within a distributed global team across time zones. This is not a standard reactive support role. You will operate with a high level of autonomy, apply strong technical judgment, and proactively identify root causes and improvement opportunities.

You will collaborate closely with colleagues in the Netherlands and act as a critical bridge between customers, internal teams, and global product and engineering stakeholders.

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Your responsibilities

As the only second-line support engineer for iD Cloud in the U.S., you will take ownership of complex technical escalations and ensure timely resolution. You will own technical issues end-to-end from intake through validated resolution, exercising sound judgment in prioritization and next steps while escalating structural product matters when required. You will identify root causes and implement sustainable solutions rather than temporary fixes, while accurately documenting issues, resolution steps, and time spent within the ticketing system. Beyond core support responsibilities, you may contribute to additional technical initiatives within the Nedap U.S. iD Cloud team when capacity permits.

You will install, configure, and test iD Cloud mobile applications and RFID hardware. You will independently reproduce reported issues to validate behavior and confirm fixes, applying structured troubleshooting methodologies and iterative testing to ensure accuracy and reliability. You will troubleshoot API integrations, connectivity issues, configuration challenges, and cloud-based deployment environments where applicable.

You will collaborate closely with support, product, and engineering teams in the Netherlands to ensure consistent resolution approaches, share insights, and maintain alignment across time zones. You will escalate reproducible defects with clear technical context and business impact when engineering intervention is required.

You will provide clear, actionable feedback to Product and Engineering teams based on recurring issues and field observations. You will ensure that information from global customers is accurately documented and effectively communicated to internal stakeholders, supporting continuous improvement.

You will develop and maintain technical documentation, FAQs, and troubleshooting guides to support scalable knowledge management and enable greater customer and internal self-service. You will contribute to improving support processes and documentation standards over time.

You will serve as a strong technical resource for the U.S. team, supporting colleagues with product-related technical questions and ensuring relevant insights are proactively shared across functions.

Your team

At Nedap, we’re more than a technology company—we’re a people-first organization that values innovation, collaboration, and making a difference. Join us to lead the charge in transforming the retail industry while building meaningful relationships and delivering measurable impact. 

What's in it for you?

Our offer

  • Competitive salary
  • Health, dental, and vision insurance
  • 401(k) with company match
  • Life, LTD, and STD insurance coverages
  • Flexible work hours and remote options
  • Paid time off (PTO) and parental leave
  • A professional environment that supports personal and professional growth — “First People, then Technology”

Nedap is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable work environment where every individual is valued and empowered to thrive.

Required skills

What We’re Looking For

  • Technically Curious & Root-Cause Driven: You ask “why,” not just “how.” You are motivated to understand system behavior and address the underlying cause of issues.
  • Hands-On Technical Problem Solver: You are comfortable installing, configuring, and testing mobile applications and RFID hardware independently and iterating through trial and error.
  • Independent Decision-Maker: You can assess technical situations, prioritize appropriately, and determine urgency without constant oversight.
  • Strong Communicator & Global Collaborator: You collaborate effectively across regions and cultures. You are proactive in reaching out to developers, product managers, and UX designers — not just when assigned.
  • Self-Drive & Entrepreneurial Mindset: A hands-on, agile, and solution-oriented approach is essential. You actively seek out information rather than waiting for answers. Lack of process or documentation should be seen as a challenge to solve, not a blocker.


Other Requirements

  • Hybrid role based in Burlington, MA (2–3 days per week in office)
  • Approximately 10% domestic and international travel, including occasional visits to headquarters in the Netherlands
  • Flexible availability: This role requires participation in an on-call rotation, including occasional evenings, weekends, and holidays, to support critical issues.
  • Valid U.S. driver’s license and eligibility for U.S. employment


Get in touch!

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The application process

Our application process is clear and personal. We take the time to get to know you and to explore whether there’s a good fit on both sides.

1. Your application

Great that you’ve applied! We’ll review your application carefully and get back to you within 10 working days. We respect your privacy. That’s why we only accept applications submitted through our website.

2. The first interview

In the first conversation, we get to know each other. We talk about your experience, your ambitions and the role, and you’ll have plenty of space to ask anything you want to know.

3. The next interview

In the second interview, we welcome you to our Nedap Campus. You’ll meet future colleagues and dive deeper into the content of the role and how we work together. A technical test or assessment may be part of this step; if so, we’ll always let you know in advance.

4. Our offer

Is there a match? Then we’d be happy to make you an offer. Please note: we only send an offer onze we’ve spoken to you personally. Once you accept our offer for this position, we will also ask you to provide a Certificate of Conduct (VOG).

5. Welcome!

Welcome to Nedap. We’re excited to have you join us and look forward to your first day.

Additional information

We value the diversity of people and organizations. One of the things that makes us unique is our diverse mix of people and cultures. We believe in the power of ideas and the energy of individual initiative — this is the foundation on which our entire organization is built. We handle personal data carefully and responsibly, ensuring your privacy is respected at all times.

Get in touch!