Customer Success Technical Officer

About the role

Luxtrust is seeking a motivated Customer Success Technical Officer to join its team in Capellen, Luxembourg. In this permanent position you will act as the primary technical liaison for assigned customers, ensuring they achieve success with Luxtrust’s digital identity and security solutions.

Key responsibilities

• Provide training, coaching and day‑to‑day support for customers using Luxtrust applications.
• Handle Level 1 and Level 2 support tickets, escalating complex issues to Level 3 (R&D, IT‑SYS) when needed.
• Resolve complaints and queries promptly, documenting resolutions and updating tickets.
• Generate client reports on SLA performance, statistics and incident handling.
• Coordinate with internal teams (R&D, IT‑SYS, Delivery) to address recurring problems and propose long‑term solutions.
• Maintain detailed records of customer interactions, feedback and complaints.

Required profile

• Strong customer‑focused attitude with the ability to coach and train users.
• Excellent communication skills for regular follow‑up meetings and ad‑hoc customer sessions.
• Organised approach to incident and problem management, including thorough documentation.
• Ability to work collaboratively with cross‑functional technical teams.

Required skills

• Experience with ticketing systems and SLA‑based support processes.
• Knowledge of incident/ problem management and escalation procedures.