Technical Support Engineer

Utimaco IS • Ashburn, VA

9d

About The Position

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 company's 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

Requirements

• 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.
• 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.

Nice To Haves

• Preferably ITIL v3 foundation certification.
• Experience with ERP and CRM systems are a plus.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level