Technical Support Analyst

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Arcadis is hiring a Technical Support Analyst who provides high-quality technical support to customers using our technologies, products, and solutions. Working with the Service and Support Hub team, this analyst is the key point of contact for incident resolution, service requests, and technical troubleshooting, ensuring customers receive timely and effective support.

The successful candidate possesses strong technical and analytical skills, a customer‑focused mindset, and a passion for problem‑solving. The role requires collaboration with cross‑functional teams, continuous learning of new technologies, and a commitment to delivering exceptional customer experiences while meeting established Service Level Agreements (SLAs).

Reporting to the Service and Support Hub Regional Lead, the analyst contributes to the ongoing improvement of support processes, documentation, and knowledge‑sharing initiatives that help drive operational excellence across the organization.

Technical Support & Incident Management

• Provide technical support for customers using company technologies, products, and services.
• Investigate, troubleshoot, and resolve incidents, service requests, and technical issues in accordance with established SLAs.
• Respond to customer inquiries in a professional, timely, and accurate manner.
• Perform root cause analysis on recurring issues and recommend corrective actions.
• Escalate unresolved issues to appropriate internal teams, third‑party vendors, or subject matter experts when required.
• Monitor support queues and prioritize incidents based on business impact and urgency.

Customer Experience

• Deliver a high level of customer service through effective communication and issue resolution.
• Keep customers informed of progress, updates, and resolutions throughout the support lifecycle.
• Build positive working relationships with customers and internal stakeholders.

Knowledge Management & Continuous Improvement

• Create and maintain technical documentation including:
• Knowledge Base articles
• Resolution procedures
• Known Error records
• Root Cause Analysis documentation
• Service and solution documentation
• Contribute to process improvement initiatives that enhance service quality and operational efficiency.
• Learn and support new technologies as services evolve.

Collaboration

• Work closely with Development, Infrastructure, Architecture, Customer Success, and other technical teams to resolve complex issues.
• Participate in knowledge‑sharing activities and team training sessions.
• Support a collaborative and customer‑focused team culture.

• Experience in a Technical Support Analyst, Service Desk, Application Support, or similar technical support role.
• Experience supporting software applications, cloud‑based platforms, or IT services.
• Strong troubleshooting and analytical problem‑solving skills.
• Exposure to ticketing and work management tools such as Azure Dev Ops and JIRA.
• Working knowledge of Microsoft Azure and/or AWS cloud environments.
• SQL experience for data investigation and troubleshooting.
• Exposure to Java and/or Python.
• Experience working in a customer‑facing technical support environment.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong attention to detail and commitment to quality.

• ITIL Foundation certification (or willingness to obtain certification).
• Experience supporting business‑critical applications and services.
• Exposure to enterprise asset management platforms such as Maximo.
• Experience working in SaaS, software, or managed service environments.

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