Hardware Support Engineer - Operations & Customer Support

Job Description

TotaLite builds high-precision optical sensors that monitor critical infrastructure and buildings worldwide. We detect structural displacement with millimeter precision at distances up to 100 meters. We are scaling from ~50 devices per year today to 2000+ devices annually within three years. That requires a step-change in operational structure, quality discipline, and supply chain control. We are a technical product company with a small team of 14 FTE becoming a reliable hardware delivery organisation. That transition is why this role exists.

As our Support Engineer, you are not fulfilling a traditional help desk role. You own complete hardware operations and technical support as we scale from 50 to a few thousand devices in 2028.  You build and execute scalable operations and support and lead hardware testing, calibration, inventory and logistics. In this role you work closely with our Hardware Developer, Customer Support & Success Manager, and Product team. You’re not just maintaining systems, you’re building the operations that support our growth.

Your role

• You own hardware operations: test, calibrate and configure TotaLite Sensors, upgrade firmware, pick orders, package and ship to project sites globally;

• You lead student operations team**:** maintain quality and efficiency as volumes scale;

• You troubleshoot (customer) issues, find root causes, determine and implement possible fixes;

• You are the backup for our Customer Support Manager and can represent him when he is on holiday;

• You build scalable support infrastructure: create documentation, identify automation opportunities, develop knowledge base, implement lean operational procedures;

• You act as feedback loop to Product: identify recurring issues, suggest improvements, participate in firmware testing.

Your track record

• You have 3+ years in hardware support, IoT device operations, or technical support roles in technology companies. You’ve managed support operations at scale, not just answered tickets;

• You have proven expertise troubleshooting IoT devices and wireless connectivity (LTE-M, cellular networks) in production environments, you understand how data flows from sensors through networks to platforms;

• You hold a Technical education in electronics, mechatronics, , or similar discipline or equivalent through hands-on experience;

• You are a strong communicator who can explain complex technical concepts to both engineers and non‑technical stakeholders, with excellent English skills (Dutch is a plus);

• You are a customer‑focused problem solver who takes full ownership of issues end‑to‑end and works methodically—building processes, documentation, and diagnosing root causes with the right balance between quick fixes and deep investigation;

• Bonus experience in infrastructure monitoring, construction, geomatics, civil engineering, hardware QA/manufacturing support, or support platforms like HubSpot or Zendesk.

What Fugro offers

• A diverse and inclusive working environment;

• A competitive salary;

• 29 holidays per year based on a fulltime employment (of which 4 are appointed by Fugro management) and the possibility to purchase 12 additional days;

• Extensive career & training opportunities both nationally and internationally;

• Flexible working hours and the ability to work from home in accordance with your manager and corporate policies;

• Commuting allowance;

• Modern pension scheme;

• Collective health insurance;

• Possibility to register with our corporate fitness plan;

• Coaching options through our EAP (Employee Assistance Program).

Are you interested?

Please visit our Company Page to find out more about what it is like to work at Fugro.

For further information, please contact Stefanie Baldassarri-Steenhauer, Senior Talent Acquisition Partner, tel. +31 (0)6-114 55954.

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After you have applied

• You will receive an automated confirmation-email of the receipt of your application.

• When we see a match, we will invite you for the first interview within a couple of days. Of course, you will also receive a message if we will not invite you;

• After a successful first round, you will be invited for the second round.

• If we are both still positive after the second interview, we will make you an offer, and with that we hope to welcome you at Fugro!

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated**.**