Technical Support Engineer (Copenhagen)

Job summary

The role involves providing Tier 2 technical support, focusing on resolving escalated issues related to hardware, firmware, networking, and cloud systems. The engineer will work closely with various teams to ensure customer satisfaction and improve product feedback loops.

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience in technical support.
• Minimum of 5 years in customer-facing support roles with a solution-oriented approach.
• Strong communication and documentation skills to explain complex issues clearly.
• Committed to customer satisfaction while managing engineering resources effectively.
• Proficient in troubleshooting hardware and cloud software systems.
• Solid understanding of networking, data flow, and system integrations.
• Demonstrated ownership mindset with a focus on diagnosing issues before escalation.
• Collaborative and self-motivated problem solver.

Responsibilities

• Manage Tier 2 escalations and resolve technical issues.
• Reproduce and isolate problems in staging environments to identify root causes.
• Analyze logs and network traces to diagnose failures.
• Create detailed tickets for verified bugs and requests.
• Maintain organized records and improve documentation practices.
• Mentor Tier 1 support to enhance first-contact resolution rates.
• Communicate proactively with customers throughout the resolution process.
• Identify recurring issues and suggest improvements to product and processes.
• Assist in release readiness and conduct post-incident reviews.
• Track and contribute to key performance metrics.

Skills

• Technical and analytical skills for troubleshooting.
• Excellent communication abilities for customer interaction.
• Strong documentation skills for clarity and record-keeping.

Education

• Bachelor’s degree in IT, Computer Science, or equivalent experience.

Tools

• Familiarity with hardware, firmware, networking tools, and cloud platforms.