Customer Success Engineer (Support Engineer)

ABOUT UTIMACO

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:   Customer Success Engineer (Support Engineer)

Your tasks:

Utimaco is an international provider of IT security solutions and cybersecurity technologies with headquarters in Aachen (Germany) and Campbell (USA). For over 40 years, we have been developing innovative solutions for the protection of people, data and communications that meet the highest standards. We are the world's leading manufacturer of hardware security modules and compliance solutions in a wide range of industries such as automotive, banking, telecommunications and many more.

With our global network of partners and customers, we contribute to making digital information and infrastructures secure worldwide. Become part of our team and help us make the digital world more secure - together we are shaping the future of IT security.

Your mission:

  • Ensure an excellent customer experience in close collaboration with our customers and partners
  • Support our customers and partners to solve problems and ensure a noticeable top-level satisfaction
  • Continuous improvement of our support quality and infrastructure

    Your responsibilities:

    • Act as a capable partner on eye level in appearing support cases;
    • Handle support cases of 1st, 2nd and 3rd level;
    • Simulate customer problems in our TestLab and implement test and analyzing programs; for L3 support engineers
    • Manage RCA for RMA cases
    • Support the continuous improvement and maintenance of our support infrastructure (knowledge base, support portal);
    • Partner with our global support colleagues as well as other internal and external interfaces

    Your profile:

    Your profile:

    • University degree with technical focus or similar background with several years of professional experience, ideally gained in a support role within the IT industry;
    • Basic programming skills using Java, C or C++  (that is the ideal case; not a hard requirement but would help tremendously)
    • You know the basics of cryptography
    • TCP/IP networking knowledge is a plus;
    • Cooperative, communicative, service and solution-oriented way of working with very good analytical skills;
    • Very good English communication skills; 
    • Expericences with ERP and CRM systems is a plus

    We offer you:

    • An open and friendly corporate culture characterized by constructive and collaborative interaction
    • We provide you with support for your future plans with a company pension scheme (depending on country-specific circumstances).
    • Early risers and night owls - thanks to a flexible working model you can organise your working day yourself.
    • We also support you privately – benefit from special payments or additional vacation days on anniversaries or other special occasions.
    • Utimaco is growing and living diversity! Our global team includes colleagues from 42 nationalities and 45 different languages spoken.

    DO YOU FEEL ADDRESSED?

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

    Apply