Second Level Support Engineer (m/f/d)


Utimaco is a worldwide supplier of professional cyber-security solutions and is based in Aachen, Germany. Since 1983, Utimaco develops hardware security modules and compliance solutions for telecommunication provider regulations. Utimaco is a world-market leader in both segments. Customers and parters of Utimaco in all parts of the world trust the company's long-term, proven reliability and investments protection, as well as its many certified IT security standards. Utimaco stands for recognizes product quality, user-friendly software, excellent support and trusted high security-made in Germany. 

To further strengthen our Corporate Unit we are looking for a:   Second Level Support Engineer (m/f/d)

Your tasks:

  • Processing requests from First Level Support, customers, and partners systematically.
  • Acting as a liaison between First Level Support and various company departments.
  • Coordinating with Third Level Support for complex issues.
  • Conducting regular stand-up meetings for knowledge exchange and ticket status updates.
  • Serving as a point of contact for partner and customer support queries, handling international support across different time zones.
  • Contributing to the creation of Knowledge Items and Best Practices, including web sessions for partners or first level support and addressing customer queries.
  • Managing technical issues, assisting customers, and overseeing projects in customer environments.
  • Collaborating with QA and Development teams to address technical problems, verify patches, and ensure customer satisfaction.
  • Assisting in describing typical customer environments, deployment plans, and providing remote support for end customers, including identifying errors and developing workarounds.

Your profile:

  • Strong customer orientation and experience in leading technical projects.
  • Proficient in developing solution concepts and managing IT security projects.
  • Structured, analytically inclined work approach.
  • Excellent IT knowledge, particularly in Windows operating environments, AD/Meta-directories.
  • Confident demeanor, effective language and communication skills, strong rhetoric abilities.
  • Experience in professionally engaging with customers via various channels (phone, email, etc.).
  • Disciplined in handling customer-related information and promptly acting on insights from customer interactions.
  • Very good proficiency in both German and English, both written and spoken.

We offer you:

  • An open and friendly corporate culture characterized by constructive and collaborative interaction.
  • A flexible working hours model that can be adapted to individual needs.
  • Personal protection through international travel health insurance, private accident insurance, and support in the form of company pension schemes.
  • Professional and personal development through targeted training opportunities.
  • Free beverages, fresh fruit, and sweets.
  • Participation in sports programs such as running events or back training.
  • The opportunity to unwind with a round of foosball or PlayStation.


Then we look forward to receiving your detailed application stating your earliest possible starting date and your salary expectations.