Support Engineer (m/w/d)

Standort : Aachen
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:

  • 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 on 1st and 2nd level;
  • Manage RMA cases (repairs) and prepare repair offers on 3rd level;
  • 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.

Dein Profil

  • University degree with technical focus or similar background with several years of professional experience, ideally gained in a support role within the IT industry;
  • Good programming skills using Java, C or C++ are a plus;
  • Familiar at least with 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 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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