Customer Success Engineer (Support Engineer)

Utimaco; Aachen; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading technology company in Aachen is seeking an IT support professional to enhance customer satisfaction and resolve support cases. Candidates should have a technical degree and experience in the IT industry, with strong problem-solving and communication skills. Knowledge in programming and cryptography is a plus. The role offers a flexible working model and a collaborative corporate culture, supporting your professional growth and well-being.

Leistungen

Flexible working model

Company pension scheme

Additional vacation days on anniversaries

Qualifikationen

• University degree with technical focus or similar background with professional experience.
• Basic programming skills in Java, C, or C++.
• Understanding of cryptography concepts.

Aufgaben

• Ensure excellent customer experience in collaboration with customers and partners.
• Handle various support cases and simulate customer problems.
• Manage RCA for RMA cases and improve support infrastructure.

Kenntnisse

Customer experience support

Problem-solving

Communication skills

Analytical skills

Basic programming skills (Java, C, C++)

Knowledge of cryptography

TCP/IP networking knowledge

Experience with ERP/CRM systems

Ausbildung

University degree with technical focus

Jobbeschreibung

Your tasks

• 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 :

• 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

We offer

• An open and friendly corporate culture characterized by constructive and collaborative interaction
• We provide you with support for your future plans with a company pension scheme (depending on country-specific circumstances)
• Early risers and night owls - thanks to a flexible working model you can organise your working day yourself
• We also support you privately â benefit from special payments or additional vacation days on anniversaries or other special occasions
• Utimaco is growing and living diversity! Our global team includes colleagues from 42 nationalities and 45 different languages spoken