Software Technical Support Engineer (MFT/B2Bi)

Overview

In 2024, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Customer Support Technical Engineer (MFT/B2Bi) to join Axway's family. Are you ready? Join us now!!

Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.

With Axway, you'll go far because we're better together. You'll exchange ideas with a culturally rich global community of over 1,550 members who connect remotely or show up onsite in every time zone on the planet. And you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together we can accomplish anything. Learn more: www.axway.com.

This is a tremendous opportunity for the 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.

Axway offers a competitive benefit package including medical, dental, vision, and 401K.

Responsibilities

Key Responsibilities

• Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
• Provide advanced technical support for both the application and environment including operating system, database, and network
• Lead accounts through complex issue resolution including customer meetings, status reports, and updates.
• Respond to phone, email, and web ticket customer issues within target service levels
• Act 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 CRM
• Provide beta/sprint support for assigned products
• Travel to customer sites to assist in problem diagnostics
• Perform after hours cell phone support on a rotating basis

Key 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 satisfaction
• Excellent verbal and written communication skills
• Ability to work effectively in a dynamic highly visible environment
• High level of ownership and accountability

Qualifications

Qualifications

• 1-3 years experience in customer support environment
• Bachelors Degree in IT, CS or related field of study
• Proficiency with database systems (esp. Oracle), SQL, and client-server
• Knowledge of internet applications and transport protocols including SMTP, ftp, HTTP, SSH, SSL
• Expertise or desire to learn network connectivity and communication protocols
• Experience with programming languages including Java, C and Perl advantageous
• Experience with Linux and Windows platforms

Axway is an EEO and AA Employer

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