Utimaco · 19 hours ago
Technical Support Engineer
Ashburn, VA
Full-time
Onsite
Entry, Mid Level
2+ years expUtimaco is an international provider of IT security solutions and cybersecurity technologies. They are seeking a Technical Support Engineer to manage service requests and provide multi-level technical support while ensuring high-quality documentation and customer communication.
Cyber SecurityInformation TechnologySecuritySoftware
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
Qualification
Required
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
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
Preferred
Preferably ITIL v3 foundation certification
TCP/IP networking knowledge is plus
Programming skills using Java, C or C++ is a plus
Experience with ERP and CRM systems are a plus
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
Company
Utimaco
Utimaco is a worldwide supplier of professional cybersecurity solutions and is based in Aachen, Germany.
501-1000 employees
H1B Sponsorship
Utimaco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CornerstoneCapital
2021-08-13Acquired
2013-09-01Series Unknown
2005-03-01Private Equity
Leadership Team
Stefan Zeichner
Senior Vice President
Cindy Provin
Chief Sales and Revenue Officer
Recent News
PR Newswire UK
2026-01-20
Company data provided by crunchbase