Technical Support Engineer (m/f/x) - USA

Standort: Ashburn, USA
Geschäftsbereich: Information Security

Deine Aufgaben

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.

Dein Profil

  • 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.

Wir bieten

  • 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.

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