Support Engineer

Secomea is a Danish company that delivers secure, scalable, and user-friendly solutions for Industrial IoT, Cyber Security, and Remote Maintenance. As a Support Engineer, you will be the first point of contact for customers, providing high-quality technical support and collaborating with colleagues to ensure a positive support experience.

Requirements

• Handle daily customer inquiries through ITSM system, phone, and email
• Perform initial troubleshooting and resolve common issues independently
• Escalate advanced cases to 2nd or 3rd level support
• 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 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

Benefits

• Opportunity to shape daily work and grow into a subject matter expert
• Collaborative and fast-paced support environment
• Chance to help define and scale support operations