Customer Success Engineer (Support Engineer)

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 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.
• Continuously improve 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 and other internal and external interfaces.

Your Profile

• University degree with a 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++ (ideal but not a hard requirement).
• Knowledge of 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.
• Experience with ERP and CRM systems is a plus.

Benefits & Work Culture

• An open and friendly corporate culture characterized by constructive and collaborative interaction.
• Support for your future plans with a company pension scheme (depending on country‑specific circumstances).
• Flexible working model to organise your working day yourself.
• Private benefits including special payments or additional vacation days on anniversaries or other special occasions.
• Diversity: our global team includes colleagues from 42 nationalities and 45 different languages spoken.

Senior Level: Mid‑Senior level

Employment Type: Full‑time

Job Function: Management and Manufacturing

Industries: IT Services and IT Consulting