Technical Support Engineer (Tier 2)

Factbird; København; On-site; DKK 520,000 - 760,000; Full time

Benefits offered by this job

Flexible working hours

Competitive salary

Internet reimbursement

Your Tech, Your Choice

Thoughtful onboarding

Individual career development plan

Active breaks

Kickoff & team days

Global, inclusive culture

Job summary

Factbird in Copenhagen is seeking a customer‑focused Technical Support Engineer (Tier 2) to act as the technical backbone of our support team. You’ll investigate escalations beyond Tier 1, reproduce issues in staging, analyze logs and network traces, and craft developer‑ready tickets.

Collaborate with Product, Firmware, Cloud Development, Support and Operations to accelerate resolutions, reduce false escalations, and grow CSAT/NPS as Factbird scales across sites and customers.

Qualifications

• Bachelor’s degree in IT, Computer Science or similar.
• At least 5 years in customer‑facing support roles with external stakeholders.
• Excellent communication and documentation abilities; able to explain complex issues clearly.
• Strong technical and analytical skills; comfortable troubleshooting hardware and cloud systems.

Responsibilities

• Own Tier 2 escalations across hardware, firmware, networking, and cloud.
• Reproduce and isolate problems in staging/sandbox environments.
• Analyze logs, API calls, and network traces to pinpoint failures and patterns.
• Write clear tickets for verified bugs/requests with repro steps and environment data.
• Coach Tier 1 to improve first-contact resolution.
• Communicate proactively with customers from report to fix.
• Contribute to knowledge base content and runbooks.

Education

Bachelor’s degree in IT, Computer Science or similar

Job description

Department

Operations (Engineering Services & Customer Support)

Location

Copenhagen

Description

At Factbird, we help manufacturers see what’s really happening on their lines—so they can make better, faster decisions. Our plug-and-play hardware and cloud platform turn live production data into clear insights, and we’re scaling fast across sites, teams, and countries. We’re looking for a customer-centric, curious Technical Support Engineer (Tier 2) who loves untangling tricky problems and explaining things simply. The result? Happier customers, stronger product feedback loops, and a support engine that keeps pace with our growth. If you get energy from turning “huh?” into “aha!”—and from helping a great product reach more customers— you’ll love it here.

About the role

As our Tier 2 Technical Support Engineer, you’ll be the technical backbone of customer support. You’ll investigate escalations beyond Tier 1, reproduce issues in staging or sandbox environments, analyze logs and network traces, and write crisp, developer-ready tickets. You’ll report to the Global Operations Manager and collaborate closely with Product, Firmware, Cloud Development, Support, and Operations leadership. Your success will be visible in faster resolutions, fewer false escalations, stronger knowledge base content, and rising CSAT/NPS.

Key Responsibilities

• Own Tier 2 escalations and resolve issues across hardware, firmware, networking, and cloud.
• Reproduce & isolate problems in staging/sandbox; confirm true root cause and impact.
• Analyze evidence (logs, API calls, and network traces) to pinpoint failures and patterns.
• Write crisp tickets for verified bugs/requests (clear repro steps, logs, environment data).
• Act as the firewall to engineering—only **escalate** well-validated issues with strong context.
• Keep records tidy and raise the bar on documentation (KB articles, SOPs, runbooks).
• Coach Tier 1 to boost first-contact resolution and reduce unnecessary escalations.
• Communicate proactively with customers from the report to fix; set expectations clearly.
• Spot recurring themes and flag product/process improvements with Product, Cloud, and Firmware.
• Support release readiness (verify fixes, light QA, smoke tests) and post-incident reviews.
• Contribute to metrics (CSAT, NPS, false-escalation rate, resolution time) and share insights regularly.

About You

You’re a systems thinker who loves a good puzzle—you take ownership, validate before you elevate, and turn symptoms into clear, actionable narratives. You keep customers confident with proactive updates and lift the team around you by sharing what you learn. Most of all, you care about outcomes: cleaner signals to engineering, happier customers, and steady, visible improvements.

Requirements

• Bachelor’s degree in IT, Computer Science or similar—or equivalent hands‑on experience in technical support/systems environments.
• You have at least 5 years of experience in customer-facing support roles, working directly with external stakeholders and customers in a professional, solution-oriented way.
• Excellent communication and documentation abilities — able to explain complex issues clearly.
• Committed to customer satisfaction while protecting engineering bandwidth.
• Strong technical and analytical skills; comfortable troubleshooting both hardware and cloud software systems.
• Solid understanding of networking, data flow, and system integrations.
• Demonstrated ownership mindset with a diagnose-before-escalate approach.
• Collaborative, self-directed, and motivated by problem-solving.

Why Factbird?

• Flexible working hours—because life doesn’t always follow a schedule, and we want you to find the right balance between work and personal life.
• Competitive salary
• Internet reimbursement—stay connected, wherever you’re working from.
• Your Tech, Your Choice—pick the laptop and gear that work best for you, so you can do your best work.
• Thoughtful onboarding—we’ll guide you step by step, giving you the tools, context, and support to hit the ground running.
• Tailored career path—work together with us in building your career path with us through our bi-yearly Individual Development Plan conversations.
• Active breaks—whether it’s Tuesday runs with Coach Ole or Friday yoga in the office, we encourage time to recharge and stay energized.
• Factbird Kickoff & team days—special days and company-wide gatherings that bring us together across regions.
• A global, inclusive culture—we’re proud of our diverse backgrounds and perspectives, and we celebrate them in everything we do.

For questions, you can always send an email to [e-mail]