Technical Support Engineer

Who we are

ChronosHub is the leading open-access management platform streamlining data and simplifying communication flows for customers and users worldwide. We have a classic start-up mentality with all this entails – a very dedicated and passionate team, flat organizational structure, foosball table, flexibility, ups and downs, but most importantly, we learn and evolve, as we grow our business and teams. We’re looking for an experienced Technical Support Lead who’s ready to engage with our customers and users on our platform.

We’re looking for a person who can be responsible for troubleshooting technical problems, drive customer and user interactions, and help assess how and when issues must be solved.

What you'll will do

You’ll become part of our technical team and fully engaged in all our technical activities to help accelerate our ability to serve all our customers and users. This is a cross-functional role, and you’ll therefore work closely with everyone in the technical teams and with our customer care team to help serve our customers in the best possible way.

You’ll be responsible for trouble-shooting issues and either develop or propose potential solutions. During the process, you’ll collaborate closely with our Tech teams and Customer Care team, as you take the lead on driving case resolution, and feeding back to the customers and users.

We expect that you’ll be able to escalate issues that need more attention and/or larger scale solutions. During this process you’ll also work closely with our UX Designers and Project Managers to ensure that the solutions are not only functional but also intuitive and delightful for our users.

You’ll be deeply engaged in creating the foundation for solid and sustainable customer satisfaction. You’ll be engaged in collecting the relevant data and refine our methods when necessary to optimize our platform and workflows. You’ll also be responsible for managing the communication between the different customer segments and us.

We expect that you’ll have experience with and can take the lead when it comes to ticket handling, planning, describing and assigning issue resolution activities to the appropriate team members. And follow up with them to ensure timely deliver. We also expect that you’ll be ready to engage in product improvements by the help of customer insights and ideation to secure customer satisfaction.

We are looking for someone who is interested in an onsite position in Copenhagen, Denmark and you’ll report to our Head of Customer Care.

Where you will work

You’ll work at the headquarter in central Copenhagen, Denmark and business trips may also be required from time to time to join customer and user sessions.

Key requirements

At least 3+ years of experience as Tech Support or in a similar role.
Master’s or bachelor’s degree within IT and/or engineering
Strong analytical and problem-solving abilities, with a focus on solving issues and helping people.
An analytical mindset, learning agility, and excellent collaboration skills, with the ability to work effectively in a cross-functional team environment.
Solution-oriented and enjoy wrapping up a task just as much as you enjoy documenting what could help future users.
Excellent planning and executional skills, and never shy away from walking an extra mile to solve an issue.
Fluent in English, both written and verbal (company language is English), and have excellent communication skills.

Why Join Us?