Support Engineer

Position, purpose & impact

As a Support Engineer in Global Tech Support, you will provide hands-on, customer-facing technical support that helps our customers operate Queue-it reliably during business-critical moments. Reporting to the Head of Global Tech Support, you'll join a global, collaborative support organization working across regions and cultures.

This role bridges customer needs with technically sound solutions - validating feasibility, answering technical questions, and guiding customers through supported implementation patterns. You'll troubleshoot incidents and product or integration issues with a calm, structured, and analytical approach, and contribute to proactive Event Support activities delivered together with Pre-sales & Solutions as part of Queue-it's professional services offering. This is a hands‑on role for someone who takes ownership and cares deeply about clear communication and reliable customer outcomes.

Your toolkit

Education

• Bachelor's degree in IT, Computer Science, Engineering, or a related field (or equivalent practical experience).

Experience

• 1–3 years of experience in technical support, solutions engineering, web engineering, or a similar customer‑facing technical role.

Skills

• Fluent English, with excellent written and verbal communication skills.

• Solid understanding of web fundamentals and delivery concepts, including HTTP, headers, cookies, caching, load balancing, and basic networking.

• Technical proficiency within the web communication knowledge domain and the ability to understand customer integrations.

• Strong troubleshooting, analytical, and problem-solving skills.

• Ability to communicate clearly with both technical and non-technical stakeholders.

• Ability to manage multiple tasks or customers in parallel in a structured way.

• Strong collaboration skills for working effectively with internal teams, including Product & Technology, Pre-sales & Solutions, and other GTM teams.

Preferred

• Programming or scripting experience, such as JavaScript, .NET, Java, PHP, or Lua, mainly for troubleshooting and understanding customer integrations.

• Familiarity with CDN and edge delivery technologies such as Akamai, Cloudflare, or Amazon CloudFront.

• Experience with ecommerce platforms, ticketing platforms, or high‑traffic web environments.

• AWS, Azure, or similar technical certifications.

The role in action

• Provide technical support for Queue-it customers as part of a 24/7 follow‑the‑sun support setup, including incident handling, alert response, and ticket resolution.

• Troubleshoot issues related to Queue-it configuration, product usage, supported integrations, and customer implementations.

• Support customers with integration‑related questions across common web technologies and supported deployment patterns.

• Diagnose technical issues related to traffic protection, waiting room behavior, connectors, and customer implementations.

• Participate in proactive monitoring and support during high‑traffic customer events, launches, and sales as part of Queue‑it's Event Support service.

• Communicate clearly with customers throughout incidents and support cases, ensuring timely follow‑up, accurate updates, and resolution within agreed SLAs.

• Collaborate with Product & Technology, Pre-sales & Solutions, and other Go‑To‑Market teams during escalations and complex investigations.

• Produce clear technical documentation and internal knowledge‑sharing material within the role's domain knowledge.

Why join the Queue

In this role, you will be working from our Vesterbro office in Copenhagen - Queue-it's largest office and global headquarters. The office is designed to support both collaboration and focus, with open workspaces, quiet rooms, and areas dedicated to deep work. You'll also find a ping pong table, foosball, and regular social activities that bring colleagues together.

At Queue-it, you're trusted to work in a way that suits you best, supported by a strength-based approach and a flat hierarchy inspired by Danish work culture. You'll be part of a global, collaborative environment with colleagues from 40+ nationalities, where diverse perspectives are valued and teamwork across cultures is the norm. We prioritize professional growth, open dialogue, and creating a strong sense of community. Daily snacks, fresh fruit, great coffee, and access to a subsidized canteen in the building are all part of the experience.

What we're about

At Queue-it, we help some of the world's biggest brands like Ticketmaster, Sky Mobile, Hermes and Peach Aviation navigate their busiest days with confidence. Our virtual waiting room technology keeps websites running smoothly during high-traffic events – creating fairer and more reliable online experiences for billions of users.

But we're more than just software. We're a global team representing 40+ nationalities across Denmark, the U.S., South Korea, Australia, and Japan. We believe in the power of trust – not only in the digital experiences we protect, but in the culture we build together.

We take a strength-based approach to work, encouraging people to do what they do best and supporting them to thrive. You'll join a supportive, collaborative environment that values individuality, learning, and connection. And yes – we like to have fun too. From regular social events and celebrations to cultural and learning initiatives, we make time to connect and enjoy the Queue.

We are empowered by trust and strengthened by people.