Technical Support Engineer (Tier 2)

factbird.com; København; On-site; DKK 480,000 - 720,000; Full time

Benefits offered by this job

Flexible hours

Competitive salary

Internet reimbursement

Tech you choose

Thoughtful onboarding

Tailored career path

Active breaks

Team days

Inclusive culture

Job summary

Factbird is seeking a Technical Support Engineer (Tier 2) to act as the technical backbone of customer support in Copenhagen. You will investigate escalations beyond Tier 1, reproduce issues in staging, analyze logs and network traces, and write crisp, developer-ready tickets.

You’ll work closely with Product, Firmware, Cloud Development, Support, and Operations leadership to drive faster resolutions. You will own Tier 2 escalations across hardware, firmware, networking, and cloud, and

Qualifications

• Bachelor’s degree in IT, Computer Science or similar, or equivalent hands-on experience.
• At least 5 years in customer-facing support roles with external stakeholders.
• 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 hardware and cloud software systems.
• Solid understanding of networking, data flow, and system integrations.

Responsibilities

• Own Tier 2 escalations across hardware, firmware, networking, and cloud.
• Reproduce & isolate problems in staging or sandbox environments; confirm root cause and impact.
• Analyze logs, API calls, and network traces to pinpoint failures.
• Write clear tickets with reproducible steps, logs and environment data.
• Collaborate with engineering; elevate only well-validated issues with context.
• Improve KB articles, SOPs, and runbooks to raise diagnostics.
• Coach Tier 1 to boost first-contact resolution and reduce escalations.
• Communicate proactively with customers from report to fix; set expectations.
• Identify recurring themes and suggest product/process improvements.
• Support release readiness and post-incident reviews.

Skills

Communication

Documentation

Ownership mindset

Collaboration

Problem-solving

Education

Bachelor’s degree in IT/CS or equivalent

Tools

Networking basics

Job description

Technical Support Engineer (Tier 2)

Department: Operations (Engineering Services & Customer Support)

Employment Type: Full Time

Location: Copenhagen

Reporting To: Global Operations Manager

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 elevate 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?

At Factbird, our people come first. Here’s what you can look forward to:

• 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.

At Factbird, we believe that great work starts with people feeling respected, valued, and included. We are proud to be an equal opportunity employer and are committed to building a workplace where everyone has the opportunity to thrive.

All employment decisions at Factbird are made based on business needs, role requirements, and individual qualifications, without discrimination based on gender, gender identity or expression, age, disability, marital or family status, nationality, ethnic or social origin, religion or belief, sexual orientation, or any other characteristic protected under applicable European and local employment laws.

We celebrate diversity in all its forms and believe that different backgrounds, perspectives, and experiences make our teams stronger and our work better. We warmly encourage all qualified candidates to apply and to bring their whole selves to Factbird.