Technical Support Engineer

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

Your tasks:

The Technical Support Engineer, working in our Mexico City office, works with ticket handling and closure of tickets, and with following-up on the monitoring of ticket fulfillment and incoming customer concerns.
The Technical Support Engineer is responsible for the whole process of following up on the resolution of tickets,



responding to customer concerns, and closing tickets. In addition, the Technical Support Engineer shall support Utimaco Professional Services in meeting SLA targets and service operations KPIs, escalating issues when needed.
Important technical skills for Technical Support Engineer include technical skills in the Utimaco product lines and solutions. In addition, excellent verbal and written communication, listening and teamwork skills, high levels of customer service skills, as well as a strong problem-solving ability and ability to present technical information in a pedagogical manner are required. Travel commitment 30%.
- Handling service requests, change, incident and problem management
- Fluency with English and Spanish
- Ticket handling and closure of tickets
- Completeness and accuracy of ticket data and documentation
- Train and support First Level Support Engineers
- Send regular communication and noti

📌 Technical Support Engineer (México)
🏢 Utimaco SA DE
📍 México