Technical Support Engineer

Responsibilities

• 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 high-quality 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 root-cause analysis and collaboration with senior engineers when required.
• Take ownership of assigned process roles and demonstrate accountability in daily operations.
• Meet time-management expectations by aligning work with planned tasks and budgeted hours.
• Provide multi-level 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 3rd-line 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 high-quality 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.

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 a 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.

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 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.

• 99% Employer paid premium for Medical, Dental and Vision benefits
• 401k Match
• FSA and Dependent Care
• Short-Term Disability, Long-Term Disability, Life Insurance and 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