Application Engineer (m/f/x)

Location: Ashburn, USA
Business Unit: Information Security
The Application Engineer job is a technical job to manage day-to-day operations of the Utimaco Key Escrow and Exchange Services (KEES) platform in cloud/data centers in all service delivery scenarios, primarily in regard to customer and technical group service requests, changes, incident, and problem resolutions, and facilitation of second-line support.
The Application Engineer works closely with IT Stack and Database Engineers in Professional Services and can work with Project Managers by being involved in service implementation as part of the project team and/or providing application support.
Important skills for the Application Engineer are advanced technical and software application knowledge of services provided by Professional Services, as well as service management knowledge. Preferred skills include applied knowledge of key management-related compliance standards (e.g. PCI, ANSI) in a Production environment.

Your tasks

  • As it related to KEES
    • Handling service requests, change, incident, and problem management
    • Ticket handling
    • Completeness and accuracy of ticket data and documentation
    • Project engagement
  • Follow Professional Services process landscape and compliance requirements
  • Take accountability and responsibility towards assigned process roles
  • Time objective: Spend of budgeted time on planned tasks
  • Act according to Utimaco values
  • Installation, configuration, troubleshooting, integration of the end-to-end solution
  • Create and maintain technical documentation (project-specific and internal) of an end-to-end solution
  • Resolution of incidents and problems
  • Test changes, including coordination, planning, and notification about changes
  • Escalate incidents, problems, and changes to R&D for third line support in a timely manner when product changes or deeper analysis is needed
  • Participation in KEES customer-related activities including Key Ceremony, and Key Management processes
  • Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts
  • Perform needed or on-demand health checks of services/solutions
  • Facilitate second line support / ticket handling / changes in collaboration with NOC
  • Support Customer Service Managers in SLA reporting to customers in regard to solutions and other KPIs
  • Provide support to Customer Service Managers with input to maintain the service handbook and renewal of contract

Your profile

  • University degree in Computer Sciences, IT or related technical/engineering field           
  • Experience in R&D and IT            
  • Experience from incident and problem resolution as well as changes     
  • Experience from installation, configuration, troubleshooting, integration of software solutions
  • Payment industry experience   
  • experience of working across different cultures
  • Technical skillset in the software application area           
  • Ability to troubleshoot software             
  • Knowledge of relevant market technologies in secure environments     
  • Knowledge of ITIL processes and Service Management
  • Basic understanding of software development processes            
  • Ability to work under pressure 
  • Very organized and quality conscious    
  • Analytical thinking and problem-solving mentality          
  • Solution-oriented mindset         
  • Being an excellent team player
  • Drive for self-learning and improvement            
  • Ability to adapt to changes        
  • Ability to follow given processes, procedures, and work instructions      
  • Strong verbal, written communication, and listening skills           
  • Fluent written and spoken English

We offer

  • A true global presence: in Europe, Americas, and Asia
  • A leader in one of the hottest markets: Cybersecurity
  • Growing at fast pace, gaining market share over our competitors
  • An open and friendly corporate culture characterized by a constructive and cooperative relationship
  • Utimaco benefit package
  • The professional and personal support through targeted further education opportunities

Do you feel addressed?

Then we look forward to receiving a meaningful application stating the earliest possible starting date and your salary expectations.
Apply now

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