Tier 2 Technical Support Engineer – Hardware & Cloud

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

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