Technical Support Engineer – Level 3

Location: Denmark – Copenhagen

Category: IBA Support

Post Date: 04 April 2017

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IBA was established in 2010, our visionary, dedicated and energetic team bring many years of experience in insurance, development and implementation of software for the insurance industry.

From our headquarters in Copenhagen, Denmark, and our office in London we serve customers across Europe, including the Nordic countries, Germany, Switzerland, Italy and the United Kingdom.

IBA delivers a combined end-to-end design thinking innovation process in concert with the uniquely architected Cloud Based Insurance SaaS Platform, IBSuite.

IBA radically increases an insurance innovators speed to market, ability to automate operations and orchestrate partners around a coherent, innovative customer journey.

The technical support engineer is responsible for providing technical and consultative support for IBA’s customers both in terms of IBSuite platform, interfaces, configurations script that can be customer specific.

The IBA support work environment is highly customer focused and fast paced, operating globally and will in the near future provide 24/7/365 technical support. A successful Support Agent operates efficiently in this climate, maintains composure, exhibits professionalism, understands our customer’s needs and delivers the highest level of customer satisfaction.


At IBA it is important that you have the opportunity to do what you do best every day. Your work and your opinion counts and you are empowered to give feedback to your fellow colleagues and manager to secure the best quality of work for IBA and our customers. The mission and priorities at IBA should make you feel that your job is important.

Your primary job responsibilities are:

  • Provide technical support and consultation to IBA customers
  • Coordinate with IBA R&D team to effectively troubleshoot customer issues
  • Analyze and review support cases data to proactively assist with ongoing issues
  • Support escalations and provide root cause assessment to executive team
  • Support product enablement escalations
  • Perform small development sprints at the customers
  • Ensure high Customer Satisfaction

From a technical point of view, you are able to understand and identify technical issues in both the application, the integration and the data layer:

  • Customer specific script
  • Standard and core scripts
  • Jobs
  • Integrations
  • Data structure

You are responsible for supporting our customer’s insurance processes and plan yearly, monthly and daily processes securing proactivity and business security and stability:

  • Reporting
  • Collection and payment schedules
  • Integrations


  • +4 years working with support or with IT project’s
  • Highly adaptable, fast learner
  • Strong presentation skills and ability to translate technical assessments
  • Exhibits exceptional time management skills
  • Ability to prioritize urgent and competing tasks
  • Quickly adapt and learn new technologies
  • Excellent written and verbal communication skills
  • Ability to coherently document technical issues
  • Action oriented with strong analytical and problem solving skills
  • Perferable high technical level understanding of the Insurance Interfaces and Integrations
  • Ability to work independently with minimal supervision
  • Advanced knowledge and experience with one or more development technologies (Web Services API, REST API, JavaScript, SQL)
  • Modern development language (preferably ECMA-/Java-script) and SQL
  • Integration and integration architecture
  • SCRUM or other agile processes
  • Proficient in English and Danish
  • Must have working permit for Denmark