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Technical Support Agent

Frederiksberg, Copenhagen



We are looking for a team member who will be handling both technical and non-technical requests from our users on a daily basis.     


The Team


The software support team provides support for the RAW conversion software, Capture One. Our users’ skill/operational level ranges from amateur photographers, professional photographers and enterprise level photographic studios.  


Most of our Support agents are passionate about photography, photo editing, computers and support. You don’t have to tick all four boxes to be a good fit, but the more the better. 


Our photo editing software is the best in the world, and has lots of cool features, but sometimes our users need help getting the most out of it. This is where our Technical Support Agents come into the picture. Our users submit requests via web, mail, chat, social media, etc. and we handle them ensuring the least amount of effort for our users. 


The Role


You will be responsible for walking users through the process of achieving their goals with the software, whether the issue relates to a user error, a bug or something else entirely. The Technical Support Agent acts as the voice of the customer, whilst liaising with R&D and Product Management to ensure bugs are fixed and feature requests are heard. 


We place emphasis on working together as a team, despite being split across three locations (Denmark, Ukraine and the US). This position is in Copenhagen. 


Responsibilities and duties 


     Walk users through the process of installing Capture One and starting up the program for the first time.


     Help users troubleshoot issues they encounter whilst using the software and provide actionable tips to help users get to a point of resolution – communicating both in technical and non-technical terms, depending on the user.


     Take ownership of user issues, including initial troubleshooting, identification of root cause and issue resolution. Collect information and document bugs for and with the Capture One R&D team.


     Maintain our help-centre in the form of help articles to the point where users may not even need to create a support ticket.


     Be the Voice of the Customer and provide feedback and input to all the other teams. 



Experience, Skills and Qualifications 




     Experience and knowledge in using Capture One, Adobe Photoshop, Lightroom or similar applications. 


     Experience in customer service, technical support or related customer facing role.  


     Thorough understanding of various Operating Systems (Mac OS X, Windows, iOS, Android) and the differences between them. 


     An analytical, detail-oriented approach to problem solving 


     Ability to remain calm, composed and articulate when dealing with challenging customer situations. 


     Sense of humour 


     Fluency in English (written and spoken) and at least one other language 




     Knowledge of Apple Script 


     Experience with de-bugging and/or reading log files 


     Experience working as/with photographers 


     Opinions about music and football – and the willingness to share and defend them! 



Terms of employment 


Full time employment at Capture One in Frederiksberg, Denmark


How to Apply


Please email Jesper Rosenkrantz, Head of Support at  with your CV and a cover letter before 17th November 2019.


We are digital photography pioneers


Made by Phase One - the world-leading provider of medium format digital photography systems and imaging solutions for professional photographers and industrial applications – Capture One delivers natural colors, high performance, and customizable workflows for ambitious enthusiasts and professional photographers.


The ultimate photo editing software, Capture One is a high-end product enjoyed by over 100.000 photographers worldwide, offering support for more than 500 cameras from Canon, Nikon, Sony, Fujifilm, Phase One, and many more. Capture One’s high-performance software offers fast and powerful RAW conversion, image editing and asset management. Offering photographers and retouchers complete creative control, Capture One’s features include a highly responsive processing engine, unmatched color handling, precision-editing tools, and seamless tethered support for studio photographers. 


We're Based in Copenhagen and Can't Wait to Meet You!


We bring together professionals from all over the world and work in a trusting environment where we empower each other and encourage initiative-taking.


You’ll be working at our office in central Copenhagen where you’ll join an international community of 100+ colleagues dedicated to nurturing creativity and empowering the craft of photography. Besides a stimulating work environment, we offer plenty of opportunities to socialize and foster community in the workplace, including game nights, weekly company breakfasts and social events.


Phase One A/S is located on Roskildevej, Frederiksberg, just 100m from Søndre Fasanvej, with excellent nearby public transportation.




See more on our website:


Phase One and Capture One are registered trademarks of Phase One A/S. All other brand or product names are trademarks or registered trademarks of their respective holders.




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