We are seeking our new Senior Customer Techncial Support Engineer to join the Axway team!
This is a tremendous opportunity for the Senior Customer Technical Support Engineer who enjoys working with customers to solve challenging technical problems in a dynamic, fast-paced environment. You will start by learning one of Axway’s industry-leading enterprise software solutions while becoming familiar with our worldwide support processes. As your confidence builds, you will take ownership of support cases and the customer relationship. In your visible role you will work with Axway’s sales team, field consultants the R&D organization and will be positioned well to drive customer success.
Responsibilities Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic supportProvide advanced technical support for both the application and environment including operating system, database, and networkLead accounts through complex issue resolution including customer meetings, status reports, and updates. Respond to phone, email, and web ticket customer issues within target service levelsAct as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation Maintain current working knowledge of Axway products and technology Document all customer contacts and activities in CRMProvide beta/sprint support for assigned products Perform after hours cell phone support on a rotating basisTravel to customer sites to assist in problem diagnostics Qualifications 3-5years experience in customer support environmentBachelors Degree in IT, CS or related field of studyExpertise with SecureTransport; TransferCFT experience is a plus.Proficiency with database systems (esp Oracle), SQL, and client-serverKnowledge of internet applications and transport protocols including SMTP, FTP, HTTP, SSH, SSLExpertise or desire to learn network connectivity and communication protocolsPrevious experience with Axway, Tumbleweed, or Systar productsExperience with programming languages including Java, C++ and Perl advantageousProficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platformsThe desire to flourish working in an international company with coworkers from all areas of the globe is a must.Physical presence required in the office during normal business hours and occasionally outside of the normal business hoursKey Competencies
Disciplined yet creative approach to problem-solving Strong curiosity-driven desire to become an expert Ability to manage multiple work streams while maintaining high level of customer satisfactionExcellent verbal and written communication skills Ability to work effectively in a dynamic highly visible environment High level of ownership and accountability
Company Overview
At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration.
We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.
Why Axway?
We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.
Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.
Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.
Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.
Axway is an AA and EEO employer
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