At Keylane, we deliver mission-critical SaaS solutions for the life and pension industry. When incidents occur, you are the one driving resolution—bringing structure to complexity, aligning stakeholders, and ensuring our customers stay informed and confident.
Key About Your Team
You will be part of our Customer Support & Operations (CSO) department, responsible for the end-to-end delivery of our SaaS services.
In the Netherlands, you will join a growing CSO setup consisting of 12 colleagues, working closely with a smaller, dedicated team of 5 direct peers. This gives you both a strong local team connection and access to a broader international setup.
The team acts as the link between our customers and internal product teams. You will collaborate closely with colleagues across The Netherlands, Denmark and India in a setup that combines business, technical, and domain expertise.
Check out our blog posts and videos to see what it is like to work at Keylane.
Key About Your Role
As our new Support Specialist in CSO, you are responsible for managing incidents end-to-end across our SaaS landscape.
You take the lead during major incidents, coordinate across support and engineering, and ensure issues are resolved efficiently and professionally. Beyond resolving incidents, you ensure we continuously improve by learning from them.
You will operate in an international setup across The Netherlands, Denmark and India, where collaboration and clear communication are key to success. Experience or knowledge within the pension industry will be considered an advantage.
Key About Your Responsibilities
- Drive incidents from identification to resolution
- Lead major incidents, including coordination, communication, and decision-making
- Act as a central point of contact for customers and internal stakeholders during incidents
- Ensure clear, structured, and timely communication throughout the incident lifecycle
- Drive root cause analysis and follow-up actions to prevent recurrence
- Monitor trends and identify opportunities to improve stability and performance
- Ensure SLA compliance and high service quality
Key about you
- 2-3+ years of experience in incident management, support, or a similar role
- Experience working in SaaS, IT services, or preferably pensions/financial services
- Strong understanding of ITIL (or similar frameworks) and incident processes
- Comfortable leading situations under pressure and making decisions when needed
- Strong communication skills—you can translate technical issues into clear messages
- Structured, proactive, and accountable—you take ownership, not just tasks
- Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply.
*A Certificate of Conduct (VOG) and reference check are part of the application process.
*Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply
This is your future work environment
Hiring proces
1
Application
Share your CV and we’ll review your background to see how your skills match our team.
2
Informal phone call
Get to know each other, discuss your motivation and learn what it’s like to work at Keylane.
3
First interview
Meet your future hiring team to talk about your experience and what drives you.
4
Second interview
Dive deeper into your skills with a case or technical talk and meet more of the team.
5
Job offer
If we’re both excited, we’ll make you an offer and discuss start date and onboarding.
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