Support Engineer

Utimaco; Madrid; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Company pension

Flexible working model

Extra vacation days on anniversaries

Diversity-friendly global team

Job summary

Utimaco, a leading IT security solutions provider, seeks a customer-oriented support specialist to collaborate with customers and partners. The role focuses on solving problems, maintaining high satisfaction, and contributing to ongoing service improvements.

You will handle 1st–3rd level support across the product portfolio, work with Windows and Linux, and bring cryptography knowledge into practice. A flexible, collaborative environment supports growth and innovation.

Qualifications

• University degree in a technical field or equivalent experience.
• Knowledge of cryptography, including post-quantum concepts.
• Experience in IT product support and customer interactions.
• Experience with Windows and Linux operating systems.
• Strong English communication and customer-focused mindset.

Responsibilities

• Act as a capable partner on eye level in handling support cases.
• Handle 1st–3rd level support for the Utimaco product portfolio and become a product family specialist.
• Assist with Utimaco Trust as a Service support.
• Simulate customer problems in the TestLab and contribute to testing and analysis.
• Support the continuous improvement of our support infrastructure and processes.
• Collaborate with global support colleagues and other internal/external interfaces.

Skills

Customer support

English proficiency

Analytical skills

Team player

Windows OS

Linux OS

Cryptography basics

Education

Tools

ERP systems

CRM systems

Job description

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;
• 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 for the utimaco product portfolio and become a support specialist for a product family
• Start over the Utimaco Trust as a Service support
• Simulate customer problems in our TestLab and implement test and analyzing programs; for L3 support engineers
• Support the continuous improvement and maintenance of our support infrastructure (internal and customer facing)
• Partner with our global support colleagues as well as other internal and external interfaces.

Your Profile

• University/college degree with technical focus or similar background with several years of professional experience, ideally gained in a support role within the IT industry;
• you have at least a basic knowledge of Cryptography and already came across the subject of "post quantum cryptography"
• Experienced with Windows and Linux operating systems
• Cooperative, communicative, service and solution-oriented way of working with very good analytical skills;
• Very good English communication skills;

Optional

• programming skills for setting up demo test applications
• TCP/IP networking knowledge is a plus
• Experiences with ERP and CRM systems is a plus as well

• An open and friendly corporate culture, characterized by constructive and collaborative teamwork.
• Support for your future plans through a company pension scheme (depending on country-specific conditions).
• Early birds and night owls alike can shape their workday thanks to a flexible working model.
• We also support you privately – benefit from special payments or additional vacation days on anniversaries or special occasions.
• Utimaco is growing and embraces diversity! Our global team includes colleagues from 42 nations who speak 45 different languages.