Location: Ashburn, USA
Business Unit: Information Security
Business Unit: Information Security
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