# Support Engineer

**Company:** [Kuba](http://jobs.workable.com/companies/1iozLxvqyKMM8nETcv53rP.md)
**Location:** Copenhagen, Denmark
**Workplace:** on site
**Employment type:** Full-time
**Department:** Operations

[Apply for this job](http://jobs.workable.com/view/bf612872-3dda-4eeb-a5be-2ccac823e765)

## Description

### In 2019, Kuba was founded to bring fresh ideas to the mobility payments space.

We launched a mobility platform that’s fast, simple and cost-effective to deploy. Our scalable, account-based ticketing engine is the foundation. Transit agencies can build on this cloud-based solution to launch contactless payments and Mobility-as-a-Service. 

Kuba is growing fast and its technology is used in more than 200 cities and regions around the world. It is a member of the ICM Mobility Group, an investor in mobility solutions driving a new era of digital payments.

### **Your Role**

You will play a key role in incident management and platform reliability, acting as a bridge between operations and engineering teams. Your mission: ensure service continuity, reduce incident impact, and continuously improve our systems.

### **Key Responsibilities**

-   Handle end-to-end incidents across Level 1, Level 2, and Level 3

-   Level 1: ensure coordination with Kuba France and Vix
-   Level 2: main focus, resolve incidents and prevent escalation to engineering
-   Level 3: build expertise to support platform-level issues

-   Contribute to Severity vs Impact matrices aligned with customer SLAs
-   Ensure proper prioritization and escalation of incidents
-   Participate in global incident response coordination
-   Support local incident coordination in Denmark with the Platform Engineering Manager
-   Conduct Root Cause Analysis (RCA) and propose corrective actions
-   Participate in a 24/7 on-call rotation
-   Own and maintain support documentation and workflows
-   Ensure processes are clear, scalable, and up to date
-   Contribute to DevOps practices and cross-team collaboration
-   Operate and continuously optimize infrastructure
-   Automate processes from build to monitoring
-   Improve tech stack and tooling

## Requirements

-   Good communication skills
-   Strong interpersonal skills and a relationship builder
-   An analytical approach and the ability to navigate complex environments
-   Shows passion and energy for what you do
-   Excellent English language skills, both orally and in writing
-   Strong understanding of 24/7 critical infrastructure
-   Willingness to plan ahead for holidays, time off, and weekends for on-call functions
-   A problem solver

## Benefits

Be part of an organisation that’s leading mobility payment innovation and transforming public transportation experiences across the world. You’ll join a global team of 350, based in offices in Denmark, France, Italy, South Africa, the United States and the United Kingdom. Our Denmark office, in the heart of Copenhagen, is a spacious hub of engineering excellence.

-   Learn and grow while creating solutions that make real-world impact.
-   Join a dynamic, inclusive team with great colleagues, team events, and flexibility. 
-   Competitive salary and benefits, including:

-   Health care
-   Employee club with monthly events, Friday bars, etc. 
-   On-site massage at the office