Customer Experience Engineer

We're looking for a hands-on Customer Experience Engineer to join our Customer Success team. You'll be the first point of contact for incoming support questions, ensuring customers quickly get back on track.This role offers significant ownership for our company and clients: you'll solve issues, identify opportunities to improve our processes (internal and external), and help shape how we scale support as we grow. Perfect for someone with a few years of SaaS support experience who’s excited to learn, grow, and take real ownership from day one.What You’ll Be DoingOwn and build the entire customer support experience end-to-end, from initial ticket to resolutionEstablish support processes, SLAs, and tooling that deliver world-class customer experiencesInvestigate customer issues and collaborate with engineering to get them solved fast.Communicate clearly and proactively, so customers always feel supported and guided.Keep an eye on customer usage (monitoring conversations, logs,…) and step in to drive engagement and value.Work hand in hand with the Customer Success team to strengthen customer health and satisfaction.Write and maintain ‘Help Center’ documentation, guides, and FAQs to empower customers to help themselves.Partner with Product and Engineering to identify product improvements and prioritize roadmap items based on customer feedbackBuild comprehensive documentation and self-service resourcesMinimum 3 years of experience in a SaaS support or customer-facing role.Experience in analysing and understanding technical logs. Bonus if you are familiar with JSON and technical configurations.Strong drive and enthusiasm, you genuinely care about customer success.Friendly, clear, and confident communicator who makes things feel easy for our customers.Problem-solving mindset: you enjoy digging in, finding answers, and helping people move forward.Fluent in English + either Dutch or French.Curious, adaptable, and ready to thrive in a fast-paced, evolving environment.What you can expectImpact: Be part of an early-stage rocket ship startup where your contributions directly shape the company’s success. We’re moving fast, with crazy clients already signing up, so every line of code and every idea you bring has immediate impact.Growth: Join a rocket ship at the scale-up stage: learn from seasoned entrepreneurs and grow your career as we expand globally. The speed at which we’re onboarding clients means you’ll learn more in months than most do in years.Culture: Join a collaborative and supportive team that values innovation, creativity, and fun.Ecosystem: As a part of the Donna team, you’ll become a part of the Ghent tech ecosystem and a member of the StarApps and Wintercircus ecosystem.Next to the above very awesome perks, we offer a competitive salary with the following benefits:Macbook 💻Healthcare benefits plan 🏥A membership to the Collective (Wintercircus)Employee Stock Option Plan (ESOP) 📈Meal vouchers 🍴Annual company retreat 🎊Free office snacks 🍰Team drinks and events (like teambuildings, dev days, our off-site hackathons) 🍺🎉