Technical Support Engineer

ABOUT UTIMACO

Utimaco is a worldwide supplier of professional cyber-security solutions and is based in Aachen Germany. Since 1983 Utimaco develops hardware security modules and compliance solutions for telecommunication provider regulations. Utimaco is a world-market leader in both segments. Customers and parters of Utimaco in all parts of the world trust the companys long-term proven reliability and investments protection as well as its many certified IT security standards. Utimaco stands for recognizes product quality user-friendly software excellent support and trusted high security-made in Germany.

To further strengthen our Corporate Unit we are looking for a: Technical Support Engineer

Your tasks:

• Handle service requests incidents problems and changes with accuracy and adherence to cybersecurity best practices.
• Manage the full lifecycle of support tickets ensuring timely resolution and proper closure.
• Maintain complete accurate and highquality documentation for all tickets and technical activities.
• Train mentor and support First Level Support Engineers to strengthen frontline technical capability.
• Provide clear proactive communication to customers throughout the resolution process.
• Perform structured incident and problem resolution including rootcause analysis and collaboration with senior engineers when required.
• Take ownership of assigned process roles and demonstrate accountability in daily operations.
• Meet timemanagement expectations by aligning work with planned tasks and budgeted hours.

• Provide multilevel technical support (aligned with seniority) including ticket handling change execution and incident/problem resolution in close collaboration with Engineering Professional Services Product Management and other key stakeholders.
• Actively monitor incoming customer requests ensuring all cases are accurately documented complete and ready for efficient troubleshooting or escalation.
• Escalate incidents problems and change requests to appropriate stakeholders; such as 3rdline support or R&D; promptly and with clear context when deeper analysis or product modifications are required.
• Guide customers and partners in effectively using Utimaco products clearly demonstrating product value capabilities and best practices to strengthen satisfaction and support future upsell opportunities.
• Ensure highquality technical delivery by advising and consulting customers and partners on secure efficient and compliant use of Utimaco solutions.
• Promote operational consistency by creating and maintaining standardized work instructions technical guidelines and documentation for both customer use and internal knowledge sharing.

Your profile:

General education and experience

• University degree in Computer Sciences IT or related technical/engineering field.
• Experience of similar position preferably 2-3 years of experience.
• Experience from incident and problem resolution as well as changes.
• Preferably ITIL v3 foundation certification.

General knowledge and skills

• 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 you:

Utimaco Inc. is an Equal Opportunity Employer.We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. Employment decisions are made without regard to race color religion gender sexual orientation gender identity or expression age national origin disability status veteran status genetic information or any other protected characteristic as defined by applicable laws.

We welcome applicants from all backgrounds and strive to ensure that our hiring practices are fair transparent and free from discrimination. If you require accommodations during the application process please contact.

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 worlds 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.

We Offer:

• 99% Employer paid premium for Medical Dental and Vision benefits
• 401k Match
• FSA and Dependent Care
• Short-Term Disability Long-Term Disability Life Insuranceand AD&D
• Employee Assistance Program
• Generous PTO and Holiday Policy
• An open and friendly corporate culture characterized by constructive and collaborative interaction
• A flexible working hours model that can be adapted to individual needs
• Professional and personal development through targeted training opportunities

Our Core Values:

• Deliver Secure and reliable cybersecurity solutions
• Acquire Excellence through customer focus
• Innovate with passion
• Collaborate and be professional
• Be open and honest