Technical Support Engineer

About the role

Luxtrust is seeking a motivated Technical Support Engineer to join its Customer Success team. You will act as a trusted partner for clients, delivering Level 2 technical support for Luxtrust solutions and ensuring a seamless customer experience.

Key responsibilities

• Provide Level 2 technical support and handle Level 1 queries based on product and functional requirements.
• Ensure support activities meet SLA commitments, including event handling and monitoring alerts.
• Manage escalations with Level 3 teams such as R&D and IT‑SYS.
• Respond promptly and professionally to customer questions, incidents, and concerns.
• Coordinate with internal teams to resolve complex technical cases efficiently.
• Guide, train, and coach customers throughout their journey.
• Investigate recurring issues and collaborate on long‑term corrective actions.
• Maintain high‑quality records of interactions, feedback, and resolutions.
• Contribute to the improvement of support processes and documentation.
• Organise and participate in regular follow‑up meetings with internal stakeholders.
• Act as a bridge between technical and Customer Success teams, facilitating communication and feedback sharing.

Required profile

• Motivated and driven professional with a strong customer‑focused mindset.
• Excellent problem‑solving abilities and communication skills.
• Experience in handling Level 2 technical support and escalation management.
• Ability to work collaboratively with cross‑functional teams.

Required skills