Support Engineer

Secomea; Københavns Kommune; On-site; DKK 420,000 - 520,000; Full time

Job summary

Secomea in Copenhagen is seeking a Danish-speaking Support Engineer to be the first point of contact for customers. You’ll deliver high-quality technical support by email, phone, and live chat, troubleshoot issues, and help users understand our Industrial IoT platform.

Based in Nordhavn, you’ll join a small, proactive team and contribute to knowledge base improvements, participate in 24/7 on-call duty, and collaborate with Support, NOC, and Platform teams to maintain strong SLA delivery.

Qualifications

• Education in IT Support, network engineer, Automationsteknolog, It-teknolog or similar technical background preferred.
• Experience from a similar support/helpdesk or customer service role.

Responsibilities

• Handle daily customer inquiries through ITSM, phone, and email, documenting and prioritising issues.
• Perform initial troubleshooting and resolve common issues.
• Escalate advanced cases to 2nd/3rd level support per internal guidelines.
• Provide timely updates to meet SLA/KPI targets.
• Contribute to the knowledge base with guidance and documentation.
• Participate in 24/7 on-call duty rotation.
• Collaborate with Support, NOC, and Operations teams.

Skills

Danish language

English language

Interpersonal skills

Communication skills

Problem solving

Proactive service mindset

Education

IT support education

Networking background

Tools

TCP/UDP networking

IP configuration

ITIL practices

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.

About Secomea

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.

We are reviewing applications ongoingly and taking interviews as such.

Start date: ASAP

Join Secomea and help us defend the factory floor.