Technical Support Engineer

About the role

Luxtrust is seeking a motivated Technical Support Engineer to join its Customer Success team on a permanent basis. You will act as a trusted partner for clients, ensuring they receive the best possible experience with Luxtrust’s digital identity and security solutions.

Key responsibilities

• Provide Level 2 technical support for Luxtrust solutions, handling events, monitoring alerts, and incident resolution.
• Ensure support activities meet SLA commitments, including Level 1 and Level 2 assistance.
• Manage escalations with Level 3 teams such as R&D and IT‑SYS.
• Respond promptly and professionally to customer inquiries, providing guidance, training, and day‑to‑day assistance.
• Investigate recurring issues and collaborate on long‑term corrective actions.
• Maintain accurate records of customer interactions and contribute to continuous‑improvement initiatives.
• Organise regular follow‑up meetings with internal stakeholders and act as a bridge between technical and Customer Success teams.

Required profile

• Strong customer‑focused mindset with excellent communication skills.
• Ability to analyse complex technical problems and propose effective solutions.
• Proactive attitude toward process improvement and knowledge sharing.

Required skills

• Level 2 technical support experience.
• Familiarity with SLA management and escalation procedures.
• Understanding of digital identity, authentication, and electronic signature technologies.

What we offer

• Permanent contract within a multicultural, forward‑thinking company.
• Opportunities to work on cutting‑edge digital trust services.
• Collaborative environment with international clients and stakeholders.