VIPRE Security Group

Support Engineer

• Provide first-line technical support to customers via phone, tickets, and live chat
• Support Danish and English speaking customers across multiple communication channels
• Engage with customers clearly, professionally, and with empathy
• Identify what the customer is trying to achieve and determine the nature of the issue
• Gather relevant information, including the steps already taken by the customer
• Attempt to reproduce reported issues where appropriate
• Analyse symptoms and, where possible, identify the underlying problem
• Provide relevant troubleshooting steps, guidance, or solutions
• Direct customers to suitable help articles or product documentation
• Communicate clearly and follow up with customers until issues are resolved or escalated
• Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail
• Monitor for and proactively identify potential or emerging customer-impacting issues
• Participate as an active member of the regional and wider global support team
• Share recommendations for improving customer experience, internal processes, and support quality
• Stay up to date with product, process, and operational communications that impact the support organisation

Danish/English Speaking Technical Support Agent – Business to Business

SDET

• Set out and continuously improve QA processes, ensuring products meet the highest standards of quality and reliability
• Hands-on participation throughout the full project lifecycle — from reviewing requirements and building test plans to executing release testing
• Collaborate closely with developers, stakeholders, and fellow engineers
• Review product, feature, and design specifications to ensure comprehensive test coverage
• Define user stories and create detailed test plans
• Develop and maintain manual test cases
• Drive automation efforts to increase testing efficiency and coverage
• Support stakeholders in effort estimation and planning
• Participate in sprint planning, standups, and other agile ceremonies
• Perform feature, regression, and release testing
• Write clear and concise bug reports and collaborate with developers to reproduce and resolve issues
• Proactively identify and implement improvements to product quality and testing processes
• Coordinate with stakeholders, developers, and project leads to meet key dates, milestones, and progress reporting requirements

Test Engineer

• Provide technical support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Practice empathy and positive words choices when communicating with customers
• Resolve first level issues by: Determining the nature of the issue by identifying what the customer is trying to accomplish
• Gathering information from the customer including steps that customer took
• Attempting to reproduce reported issues
• Analyzing the symptoms and where possible identifying the underlying problem
• Offering relevant troubleshooting steps and/or solutions
• Directing customers to appropriate help articles
• Communicate and follow-up with customers
• Escalate unresolved issues to second level support with appropriate detail
• Monitor for and proactively identify potential or emerging issues
• Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
• Keep up to date with all communication that impacts the organization

Danish/English Speaking Technical Support Agent – Business to Business

Test Engineer

Technical Support Engineer – Business to Business