Support Engineer

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