Support Manager

Technical Support Specialist

Provide advanced technical support and resolve complex interoperability incidents beyond Level 1 and 2 capabilities.

Conduct root cause analyses of recurring or critical issues and propose sustainable long-term solutions.

Ensure SLA compliance and maintain detailed troubleshooting and resolution documentation.

Act as technical coordinator for cross-border operational issues between Member States.

Support interoperability and secure communication.

Guide and mentor Level 1 and 2 teams, improving technical capacity and consistency.

Advise on planning, prioritization, risk management, and mitigation strategies.

Maintain and update collaborative knowledge platforms (e.g., wikis, knowledge bases) and implementation documentation.

Draft and review user manuals, technical guidelines.

Contribute to system design and quality assurance, including requirement analysis, process modelling, and data structure validation.

Support testing, validation, and deployment in coordination with the client and stakeholders.

Prepare structured reports, presentations, and briefings for technical and business audiences, including Member State authorities.

Minimum 5 years of experience in IT support or operations, with a focus on advanced troubleshooting.

Proven experience managing incidents via ticketing systems and ensuring SLA compliance.

Strong understanding of networking protocols, cloud platforms, and enterprise software.

Experience with distributed systems, relational databases (SQL), and data modelling.

Proficiency in ETL tools and data modelling techniques.

Solid knowledge of wiki and collaborative platforms (e.g., Confluence, Wiki).

Familiarity with Agile methodologies and tools (e.g., JIRA, Confluence).

Experience working in international, multicultural teams within highly regulated environments.

Experience in requirements engineering, BPMN/UML, and conceptual and logical data modelling.

Familiarity with ITIL processes and frameworks.

Excellent ability to draft structured documentation and reports.

Strong analytical and problem-solving skills.

Experience with identification, authentication, and authorisation solutions.

Knowledge of non-relational databases and business intelligence tools.

Familiarity with EU legislation and the ability to translate legal requirements into technical specifications.

Experience as Solution Designer or Product Owner.

Bachelor's or Master's degree in Computer Science, IT, Engineering, or a related field.

Ability to analyze complex issues and develop effective, long-term solutions.

Excellent communication, documentation, and interpersonal skills.

Fluency in English is required; French is a strong asset.

Proactive, detail-oriented, and comfortable working in a multicultural environment.

We'll propose you:

An attractive salary package with benefits.

A healthy work-life balance in a flexible and modern environment.

The assurance of working with cutting-edge technologies in an entrepreneurial and innovative spirit.

Opportunities to develop your skills through tailor-made training and continuous learning.

A friendly, human-scale workplace where collaboration and innovation thrive.

If you wish to join a dynamic structure on a human scale while working with the latest technologies, don't wait any longer — join Cronos!