Tech Lead- Customer Support

Mendix – the leading low-code application development platform:The Mendix Platform uses visual modeling to abstract long-form coding out of application development. Our customers use Mendix to create and deploy better software for the enterprise, faster. Mendix enables collaboration between business users and developers to work together throughout the development process.

Read our Customer Stories to learn more about the wealth of software and solutions global organizations have built with the Platform.

At Mendix we strive to maintain a diverse, open, and safe working environment where people can be their true selves. We value every voice, celebrate individuality, and appreciate the diversity of thought and experience. People who work here are driven, smart, and really good at what they do.

As this market evolves, we encourage people of all skill levels to work with the platform, both for clients and candidates. Apply today to discover how you can make a meaningful impact with Mendix.

Mendix Technologies is seeking a skilled Technical Lead Engineer to join our Customer Support team. This role is crucial in delivering top-tier customer success by providing advanced troubleshooting, debugging, and solutions for complex technical issues escalated to the final tier of Support. As a bridge between Customer Support and R&D, you’ll partner closely with these teams to resolve critical incidents and act as a dedicated advocate for our customers within the R&D function.

This role demands expertise in Tier 3 support and software engineering to navigate the Mendix platform infrastructure and to effectively resolve and communicate complex technical issues. The right candidate will have a strong customer-focused mindset and be committed to fostering Mendix's customer-first culture.

Key Responsibilities:

• Collaborate directly with major customers worldwide, including Heineken, Continental, Fannie Mae, Georgetown University, ConocoPhillips, eXp Realty, and Ingersoll Rand.
• Troubleshoot, debug, and recommend architectural changes or fixes within the Mendix platform or related customer implementations.
• Partner with R&D teams to identify and address platform improvements, enhancing the overall customer experience.
• Work closely with Tier 1 and Tier 2 Customer Support teams, facilitating knowledge sharing and expediting ticket resolution.
• Serve as a liaison between customers and R&D, gaining insight into customer use cases to efficiently address complex technical challenges.
• Take ownership of escalations, ensuring a seamless resolution process.
• Mentor and coach team members, contributing to team growth and expertise.
• Identify opportunities for new troubleshooting or performance analysis tools for the production operations team.
• Participate in an after-hours on-call rotation to support critical escalations.
• Develop and improve support processes and tools in collaboration with key partners like SAP, IBM, and Siemens.
• Thrive in a dynamic, innovative team environment with extensive career development opportunities.

What You Bring To Mendix:

• A customer-centric approach, passionate about engaging with customers to resolve their challenges and advocate for their needs.
• A Bachelor’s degree in Information Systems, Engineering, Computer Science, or related field.
• 3+ years of relevant experience in a technical support environment.
• 3+ years of development experience in object-oriented programming languages (Java, C++, .Net, or JavaScript).
• Strong analytical and problem-solving skills with a keen interest in technology.
• Ability to stay organized, adaptable, and maintain oversight of multiple responsibilities.
• Familiarity with Infrastructure as a Service; experience in mobile app development, integration, cloud infrastructure, and/or security is a plus.

Why Join Mendix?

• Work for an award-winning, industry-leading company.
• Transform the way businesses create value with cutting-edge software solutions.
• Gain experience with one of the fastest-growing tech companies globally.
• Collaborate with a world-class, motivated, and goal-oriented team.
• Take ownership of impactful projects and make a meaningful contribution to customer success.