Tier 2 Tech Support Engineer — Hardware/Cloud (Copenhagen)
Factbird
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Benefits offered by this job
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
Job description
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.
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