Customer Success Engineer (Support Engineer)

Security is becoming increasingly important to industries. Utimaco products have been protecting people from organized crime and terror as well as sensitive data from theft and abuse for over 35 years. To this end, Utimaco has developed hardware security modules and compliance solutions for telecommunications providers in the field of regulation. Utimaco is the global market leader in both segments. Utimaco stands for recognized product quality, userbility, excellent support and a market-driven offer, manufactured in Germany.

The central goal of protecting people, data and ideas is the commitment of more than 200 people to Utimaco.

• 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
• 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