Technical Support Engineer (m/f/x)

Your tasks

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;
• Encourage the continuous improvement of our support quality and infrastructure.

Your responsibilities:

• Ability to handle break/fix support cases of 1st, 2nd and 3rd level;
• Simulate customer problems in our Test environment and analyze programs on 1st and 2nd level;
• Reports customers problems and recommends fixes to internal development teams;
• Manage RMA cases (DOAs/ Repairs) and process replacements;
• Support the continuous improvement and maintenance of our support infrastructure (knowledge base, support portal, support maintenance);
• Learn and understand the Utimaco Products, encryption solutions and general security practices;
• Partner and collaborate with our global support colleagues as well as other internal and external interfaces.

Your profile

• University degree with technical focus or equivalent experience;
• 3-5 years of experience in a Customers Support function;
• Familiar at least with the basics of cryptography;
• TCP/IP networking knowledge is plus;
• Programming skills using Java, C or C++ is a plus;
• Cooperative, communicative, service and solution-oriented way of working with very good analytical skills;
• Very good English communication skills;
• Flexibility with work hours (willingness to cover off shift – swing or graveyard) when needed;
• Experience with ERP and CRM systems are a plus.

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.