Customer Success Engineer (Support Engineer)

Utimaco is an international provider of IT security solutions and cybersecurity technologies with headquarters in Aachen (Germany) and Campbell (USA). For over 40 years, we have been developing innovative solutions for the protection of people, data and communications that meet the highest standards. We are the world's leading manufacturer of hardware security modules and compliance solutions in a wide range of industries such as automotive, banking, telecommunications and many more.
With our global network of partners and customers, we contribute to making digital information and infrastructures secure worldwide. Become part of our team and help us make the digital world more secure - together we are shaping the future of IT 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
• 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