Technical Support Specialist

About the Company

At EPOS and Kensington, we are passionate about empowering people to achieve their full potential through innovative technology and exceptional user experiences. EPOS elevates audio experiences through contemporary design, advanced technologies, and superior performance, while Kensington, The Professionals' Choice™, is proud to design, engineer, and build award-winning products trusted by professionals around the globe. From docking stations and computer cable locks to mice, trackballs, and ergonomic solutions, Kensington has helped professionals stay productive and secure for decades. Together, as part of the ACCO Brands family, EPOS and Kensington share a commitment to developing innovative solutions that help people work with more productivity, learn with more confidence and play with more enjoyment. We foster an entrepreneurial and collaborative culture that encourages creativity, continuous learning, and the open exchange of ideas. We empower our employees to think boldly, share their perspectives, and make a meaningful impact.

About the Role

We are looking for a Technical Support Specialist to join our Sales Engineering & Global Support team supporting our technology brands, Kensington and EPOS.

Based in Ballerup and reporting directly to the Sr. Manager, Tech. Support and Systems Engineering, you will sit at the center of our support organization supporting the global structure — acting as the critical link between our first level technical support call center and our engineering and product teams. You will join a motivated, international group of engineers and technicians who work with a ‘can-do’ attitude, in an environment where everybody helps each other to succeed, grow, and develop. We will make sure to give you the best possible start.

Responsibilities

Technical support & escalation management

• Act as the buffer and primary escalation point between first level support (our India-based call center) and engineering, triaging incoming escalations and managing them through to resolution within agreed SLAs and KPIs.
• Advise, guide, and coach first level support agents on case handling and the agreed escalation processes.
• Troubleshoot and resolve product issues for customers, remotely and on-site, and drive critical, high-priority cases to closure.
• Handle escalated cases and cases from key accounts, distributors, resellers, and Sales; test devices and document product-quality findings.

Sales engineering & customer engagement

• Support Sales at expos, trade shows, customer demos, and technical discussions, serving as the technical voice in front of customers.
• Lead product demonstrations, onboarding, installation, roll-out, and proof-of-concept activities, remotely or on-site.
• Serve as a technical point of contact for key accounts, partners, and resellers, and deliver product training, tailored FAQs, and how-to content.

Voice of Customer & continuous improvement

• Follow defined processes to channel the voice of the customer back to the Product Development and Product Management teams — informing fixes, updates, and future product development ideas.
• Act as a point of contact with R&D, Quality, and Product Management, and escalate issues to the appropriate internal teams to ensure timely resolution.
• Contribute to support projects, product pre-launch and field-test activities, and keep support procedures and training material up to date.

Qualifications

• 3+ years in technical support, sales engineering, or a related customer-facing technical role; bachelor’s degree in IT, Computer Science, Electrical/Telecommunications Engineering, or equivalent practical experience.
• Extensive hardware and software troubleshooting expertise across PC peripherals and/or enterprise audio products (docking stations, connectivity solutions, input devices, security keys, headsets, gaming accessories), with the ability to thrive in a high-volume support environment.
• Solid understanding of networking fundamentals, including IP networking, switches, USB-C/Thunderbolt technologies, wireless connectivity, and hardware configuration.
• Proven experience in testing, validation, and issue resolution — analyzing results, identifying defects, determining root causes, and recommending corrective actions and product improvements.
• Strong analytical and problem-solving skills with a customer-first mindset, exceptional attention to detail, and the ability to professionally manage customer concerns with internal and external stakeholders.
• Effective communication and presentation skills, with the ability to represent the organization in technical discussions, customer meetings, events, and industry expos; fluent in written and spoken English (additional languages an asset).
• Self-motivated, adaptable, and quick to learn new systems; works independently and collaboratively, handles critical escalations with urgency, and embraces change and continuous improvement.
• Proficiency with Microsoft 365, Teams, and CRM/case management platforms.
• Willingness to travel up to 30 flexible days per year across the EMEA region for customer visits, trade shows, and field activities.
• Flexibility to adjust working hours to accommodate global time zones as needed for cross-regional collaboration and support coverage.

What we offer

When you join, you become part of a global company offering strong opportunities for both professional and personal development. You will work in a modern, innovative environment with an informal culture, where your ideas matter, and you have real influence on your daily work. We value diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome, respected, and able to contribute. We encourage applications from all qualified candidates, regardless of ethnicity, age, gender, background, or education.

Application Details

Please submit your application in English. Applications are reviewed and interviews are conducted continuously, so you are encouraged to apply as soon as possible and no later than August 7th, 2026.

About us

You know our brands. You love our brands. You just may not know they are ours. If you have touched an EPOS audio solution, PowerA® gaming controller, a Five Star® notebook, a Swingline® stapler, a Quartet® dry erase board, or a Kensington® computer mouse, you have touched part of ACCO Brands Corporation. With annual revenues of more than $1.5 Billion, ACCO Brands (NYSE: ACCO) designs, markets, manufactures, and sells branded academic, consumer, and business products globally. The power of our brands, our unmatched global customer reach, and our strategic market strengths put us in a position to achieve global leadership and growth. We’re proud of our long history of industry leadership and innovation and are focused on delivering exceptional value to our customers by providing unique, cutting-edge, branded products.