Support Engineer

Secomea; Herlev Kommune; On-site; DKK 420,000 - 560,000; Full time

Job summary

Secomea in Copenhagen seeks a dedicated Support Engineer to be the first point of contact for customers. You will provide high-quality technical support via email, phone, and live communication, helping customers resolve issues and understand our platform.

Based at our Nordhavn HQ, you will collaborate with Support, NOC, and Platform teams, participate in 24/7 on-call rotation, and contribute to internal documentation while growing as a subject matter expert in secure industrial connectivity.

Qualifications

• Education in IT Support, network engineer, Automationsteknolog, or similar technical background.
• Experience from a similar support/helpdesk role.
• Solid understanding of TCP/UDP and IP configuration.
• Familiarity with ITIL practices and support processes.

Responsibilities

• Handle daily customer inquiries through ITSM, phone, and email, ensuring accurate documentation, categorisation and prioritisation.
• Perform initial troubleshooting and resolve common issues.
• Escalate advanced cases to 2nd or 3rd level support as needed.
• Provide timely updates and follow-ups to meet SLA/KPI.
• Contribute to knowledge base with written guidance and documentation.
• Join 24/7 on-call duty rotation.
• Collaborate with Support, NOC, and Operations teams.
• Support knowledge-sharing sessions and customer meetings.

Skills

Networking concepts

IT support/helpdesk

TCP/UDP/IP basics

ITIL practices

Communication skills

Danish language proficiency

Education

IT or networking related education

Job description

About Secomea

Secomea is at the center of Industrial IoT, Cyber Security, and Remote Maintenance - high-priority areas for global manufacturing. With more than 8,000 customers, including some of the world’s largest manufacturers and machine builders, we deliver secure, scalable, and user-friendly solutions.

We are a Danish company founded in 2008, headquartered in Nordhavn, Copenhagen, with additional sales offices in China, Japan, and the USA.

At Secomea, we're on a mission to make manufacturing the most secure industry in the world. Our SaaS platform is setting new standards in secure industrial connectivity and cybersecurity.

Your Mission

As a Support Engineer, you will be the first point of contact for Secomea customers. Your job is to provide high-quality technical support via email, phone, and live communication. You’ll help customers solve issues and understand our platform and play a key role in ensuring a positive and professional support experience. You will collaborate closely with your colleagues across Support, NOC, and Platform teams and contribute to the continuous improvement of internal documentation and knowledge sharing.

The successful candidate should be based in Copenhagen, joining the EMEA Support Team in our HQ offices in Nordhavn. We are a tech-savvy, diverse team of 5 Support Engineers who enjoy supporting one another and our customers with a proactive and curious mindset.

Key Responsibilities

• Handle daily customer inquiries through our ITSM system, phone, and email, ensuring they are accurately documented, categorised and prioritised in the system.
• Perform initial troubleshooting and resolve common issues independently.
• Escalate advanced cases to 2nd or 3rd level support based on internal guidelines.
• Provide timely updates and follow-ups to ensure customer expectations and SLA's/KPI's are met.
• Gather feedback and insights from customer interactions to support service improvements.Contribute to our technical knowledge base with written guidance and documentation.
• Participate in 24/7 on call duty rotation.
• Collaborate with internal teams across Support, NOC, and Operations.
• Join internal and customer meetings and support knowledge-sharing sessions.

What We’re Looking For

At Secomea, we hire for mindset and potential, not just job titles. You’re someone who enjoys helping others, takes pride in doing things right, and thrives in a structured but dynamic environment.

As majority of our customers in the region are Danish, we are searching for a Danish speaking candidate.

Qualifications

• Education in IT Support, network engineer, Automationsteknolog, It‑teknolog or similar technical background preferred. Strong curiosity for networking and IT is required.
• Experience from a similar support/helpdesk or similar customer service role.
• Solid understanding of network protocols such as TCP/UDP and IP configuration is a plus.
• Familiarity with ITIL practices and support processes is a plus.

Soft Skills

• Fluency in Danish and English is required (written and verbal).
• Strong interpersonal and communication skills.
• Detail oriented, and curious problem solving skills.
• Proactive, solution-oriented, and dedicated to providing excellent customer service.
• A collaborative mindset and ability to thrive in a fast-paced support environment.

Why Secomea?

We offer a challenging journey and a career full of possibilities. You will shape your daily work and grow into a subject matter expert in the areas that inspire you. You’ll work in a skilled tech environment and have the opportunity to help define and scale our support operations- together with a dedicated and highly collaborative team of engineers.

We put strong focus on building a supportive and fun work community while delivering high-impact services to a growing global customer base.

Start date: ASAP

Join Secomea and help us defend the factory floor.

Department

Product & Technology

Locations

Denmark, HQ

Remote status

Hybrid

Denmark, HQ

What makes Secomea such a great place to work?

Ask a member of our team and they'll answer: "Our people!"

We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you're part of our One Secomea team, you can expect to partner with some of the most talented and passionate people in the industry and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations, and we win together!

About Secomea

Founded in 2008, Secomea has been serving manufacturers and machine builders for over 15 years.

Besides our HQ in Copenhagen and our offices in the US, China, and Japan - we have an international network of 70+ partner distributors, giving us a global reach to offer you assistance anywhere your sites are located in the world while providing local support and close customer relationships.

Our solution seamlessly connects to any OT equipment, empowering organizations to secure cyber-physical systems. You can manage your technicians’ access to let them intervene in any of your production facilities right away, wherever they are. So, you eliminate travel expenses, minimize response time, reduce security risks, and prevent downtime.

Founded in 2008

Co-workers 85