About Luxtrust

We are a multicultural and forward-thinking qualified Trust Services Provider based in Capellen, Luxembourg, with over 110 professionals and actively expanding our business internationally. We provide state-of-the-art on on-boarding, digital identities, strong authentication and security services, and qualified electronic signatures, all bundled into integrated digital documents & identity management solutions.

As a Trusted Partner, we prioritize building long-lasting relationships with our international clients and stakeholders, based on trust and integrity. We strive to be a Committed Partner, dedicating ourselves to delivering exceptional performance and showing steadfast commitment to make a positive impact. As a Visionary Scout, we are constantly seeking out new opportunities for growth and innovation, always staying ahead of the curve in our industry.

Join us in our mission to drive innovation and co-create a better future!

We are currently looking for a motivated and driven Customer Success Technical Officer under a permanent contract.

Missions of the role

As a Customer Success Technical Officer, you will play a key role in ensuring our customers get the best possible experience with LuxTrust solutions.

You will act as a trusted partner for our clients, combining customer relationship management, technical support, and problem-solving expertise to help organizations successfully integrate and operate our solutions.

Your responsibilities

• Customer Success & Support

  • Provide Level 2 Technical support for LuxTrust solutions

  • Ensure support activities are delivered in line with SLA commitments:

    • Level 1 support based on product and functional requirements

    • Level 2 support including event handling and monitoring alerts

    • Escalation management with Level 3 teams (R&D, IT-SYS, etc.)

  • Respond promptly and professionally to customer questions, concerns, and incidents

  • Coordinate with internal teams to manage complex technical cases efficiently

  • Support customers throughout their journey by providing guidance, training, coaching, and day-to-day assistance

  • Investigate recurring customer issues and collaborate on long-term corrective actions

  • Contribute to the definition and improvement of support processes and escalation procedures

  • Maintain high-quality records of customer interactions, feedback, and resolutions to continuously improve service quality

  • Contribute to continuous improvement by ensuring ticket documentation is complete and accurate to support knowledge sharing and AI learning initiatives

  • Provide backup support for CSO functional activities when needed

   

  Collaboration & Communication

  • Organize and participate in regular follow-up meetings with internal stakeholders (R&D, IT-SYS, Delivery, etc.)

  • Participate in customer meetings when required

  • Act as a bridge between technical teams and Customer Success teams

  • Facilitate communication and feedback sharing across departments

  • Contribute to the documentation and optimization of internal procedures and operational processes

Required skills

Technical skills: You have solid knowledge or hands-on experience in several of the following areas:

• Incident and problem management

• Ticketing systems such as Jira or ServiceNow

• Customer support operations and SLA management

• API testing tools such as Postman (API investigation)

• Operating systems: Windows, Linux (knowledge in command line to read, or find information in logs files)

• Software installation, configuration, and troubleshooting

• Excellent command of Microsoft Office tools (Excel, Word, PowerPoint, Outlook)

• Networking knowledge is an asset (IP, DNS, DHCP, VPN)

Soft Skills: We are looking for someone who is:

• Customer-oriented with excellent relationship management skills

• Analytical with a proactive problem-solving mindset

• Organized, reliable, and detail-oriented

• Collaborative and comfortable working across multiple teams

• Empathetic and able to understand customer needs

• Able to synthesize technical information clearly

• Trustworthy and able to handle confidential information with discretion

Languages:

• Fluent in French and English (spoken and written)

• Any additional language is considered an asset

What we offer

• A permanent contract based in Capellen - Luxembourg

• A competitive salary, in accordance with your education and experience.

• Attractive benefits and advantages including an employee benefit plan, a gym, meal vouchers and additional holidays.

• A healthy work-life balance including flex work arrangements.

• Parking spaces for all employees.

• An open and transparent career path.

• Development and growth opportunities in a state-of-the art digital company.

Our company is committed to fair recruitment, based on the skills of each candidate, regardless of gender nationality, sexual orientation, religion, or any other discriminatory criterion.

Please note that in order to comply with our regulatory requirements an extract of the criminal record is requested upon entry into service.