Support Manager

Permanent employee, Full-time · Rijswijk, Hybrid

Company Description

Build structure where complexity reigns. Lead the team behind our most critical systems. 

At Helin, we support systems that can’t afford to fail. Think offshore drilling platforms. Global maritime fleets. Wind farms and solar assets feeding the grid. When something goes down, it’s not just downtime — it’s real-world risk, operational loss, and safety on the line. 

We’re looking for a Support Manager who brings clarity to the chaos. Someone who doesn’t just manage escalations, but builds the frameworks that prevent them. You’ll lead a team of support engineers and design the processes that keep our customers’ most vital systems running — whether they're on a vessel in the Atlantic or a solar field in Brabant. 

This role combines people leadership, operational excellence, and technical collaboration across software, hardware, and deployment teams. If you’ve led support functions in complex, high-stakes environments — and you’re ready to take full ownership of scaling that support as we grow — read on. 

Helin is scaling fast. Our support team sits at the front line—keeping offshore rigs, smart grids, and critical systems live. We’re not looking for a senior engineer who helps out. We’re hiring a support leader. Someone who brings calm, clarity, and structure under pressure. 

You will lead the team, own the process, and build the support function that can scale with our mission.
Job description
  • Lead, coach, and develop a support team of 5+ engineers 
  • Drive ownership of escalations, SLAs, and customer communications 
  • Design and improve structured processes: incident, change, monitoring, reporting 
  • Collaborate across departments (engineering, field, logistics, IT) to remove friction 
  • Interface with critical customers during escalations or feedback loops 
  • Build up internal documentation and drive knowledge-sharing 
  • Set standards for response time, resolution workflows, and escalation paths 
What success looks like after 6 months 
  • Escalations are handled calmly, with clear roles and accountability
  • Monitoring alerts are triaged efficiently with engineering 
  • SLA performance is tracked, reported, and improved 
  • Support engineers feel coached, challenged, and aligned 
  • You’ve improved at least one core process (e.g. onboarding, monitoring, or reporting) 
Qualifications
  • 6+ years in technical support or operations 
  • 7+ years of formal leadership over support or ops teams (5+ FTE) 
  • Experience in high-complexity domains (offshore, maritime, renewables, critical systems) 
  • Track record of implementing structured support processes (e.g. incident response, SLA handling) 
  • Confident with tooling like Jira, Zendesk, monitoring dashboards, and reporting frameworks 
  • Calm, clear communicator who knows how to guide a team under pressure 
  • Fluent English; able to align stakeholders across disciplines 
Bonus if you have 
  • Experience leading teams through change or scaling phases 
  • ITIL background or formal change/process management certification 
  • Familiarity with offshore deployment workflows or hardware lifecycle management 
  • Practical knowledge of Linux, networking, or edge devices 
Practical details 
  • Location: Hybrid – 2 to 3 days per week in our Rijswijk office 
  • Application process: Screening → Interview with Yvette + Case → Final round 
  • Timeline: Offer expected within 10–15 working days 
Why join Helin 
  • Help shape a critical operations function in a high-growth scale-up 
  • Work at the intersection of tech, sustainability, and safety 
  • €3,000 yearly personal development budget 
  • 24 holiday days, hybrid flexibility, and weekly team lunches 
  • Commuting covered (bike, train, car) + SARs participation 
  • Join a mission-driven team with 30+ nationalities that values clarity, ownership, and continuous improvement 
Additional information
Click on Apply for this job and send us your CV in English and a brief motivation letter.

Please note, that only candidates living in the Netherlands will be considered as viable candidates. Working remotely is NOT an option.

Acquisition in response to this vacancy is not appreciated.

#LI-Hybrid
We are looking forward to hearing from you!
Thank you for your interest in Helin!
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