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Technical Support Engineer

Burlington, Massachusetts, USA, Verenigde Staten

Wat ga je doen?

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.

Start je sollicitatieStart je sollicitatie

Verantwoordelijkheden

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.

Jouw 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. 

Wat krijg je er voor terug?

Ons aanbod

  • 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.

Benodigde vaardigheden

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


Neem contact op!

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Sollicitatie-proces

Ons sollicitatieproces is helder en persoonlijk. We nemen de tijd om je te leren kennen en samen te ontdekken of er van beide kanten een goede match is.

1. Jouw sollicitatie

Fijn dat je solliciteert! We beoordelen je sollicitatie zorgvuldig en laten binnen 10 werkdagen iets van ons horen. We respecteren je privacy, daarom accepteren we alleen sollicitaties via onze website.

2. Het eerste gesprek

In dit gesprek leren we elkaar kennen. We bespreken je ervaring, je ambities en de rol. Je krijgt alle ruimte om je vragen te stellen.

3. Het vervolggesprek

In dit gesprek ontvangen we je graag op onze Nedap Campus. Je ontmoet toekomstige collega’s en we gaan dieper in op de rol en onze manier van samenwerken. Een technische test of assessment kan onderdeel zijn van deze stap; dit communiceren we altijd vooraf.

4. Ons aanbod

Is er een match? Dan doen we je graag een voorstel. Let op: we sturen pas een aanbieding nadat we persoonlijk contact met je hebben gehad. Zodra je ons aanbod voor deze functie accepteert, vragen wij je ook een Verklaring Omtrent het Gedrag (VOG) aan te leveren.

5. Welkom!

Welkom bij Nedap. Fijn dat je bij ons komt werken en we kijken uit naar je eerste werkdag.

Aanvullende informatie

Bij Nedap vertrouwen we op de diversiteit van mensen en organisaties. Een van de dingen die ons uniek maakt is onze diverse mix van mensen en culturen. Wij geloven in de kracht van ideeën en de energie van individueel initiatief. Dit is het fundament waarop onze hele organisatie is gebouwd. Persoonsgegevens behandelen wij zorgvuldig en verantwoordelijk, met respect voor ieders privacy.

Get in touch!

Technical Support Engineer - Nedap