Senior Customer Tech Support Engineer II

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 fastpaced environment. You will start by learning one of Axways industryleading 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 Axways sales team field consultants the R&D organization and will be positioned well to drive customer success.

• 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
• Perform after hours cell phone support on a rotating basis
• Travel to customer sites to assist in problem diagnostics

• 35years experience in customer support environment
• Bachelors Degree in IT CS or related field of study
• Expertise with SecureTransport; TransferCFT experience is a plus.
• Proficiency with database systems (esp Oracle) SQL and clientserver
• Knowledge of internet applications and transport protocols including SMTP FTP HTTP SSH SSL
• Expertise or desire to learn network connectivity and communication protocols
• Previous experience with Axway Tumbleweed or Systar products
• Experience with programming languages including Java C and Perl advantageous
• Proficiency with UNIX (Solaris AIX HPUX) Linux and Windows platforms
• The 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 hours

Key Competencies

• Disciplined yet creative approach to problemsolving
• Strong curiositydriven 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

Company Overview

At Axway were more than a companywere a pioneer. For 25 years weve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries 11000 customers and a global team of over 1400 passionate professionals Axway is driving the future of enterprise integration.

Were on a mission to be the leaderin our space empowering our customers withsecure missioncritical softwareto manage and deliver impactful business outcomes from all theirdigital business interactions.

Why Axway

We believe in the power of togetherness. When youre part of Axway youre part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges headon. Whether working remotely or onsite youll find camaraderie collaboration and the support of leadership to inspire you daily.

Here youll grow innovate and succeed because were better together. Each step forward in your personal journey is one we take as a team. Join us and lets accomplish extraordinary things together.

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: to shape the future Lets get startedbecause at Axway together we can. Together we will.

Axway is an AA and EEO employer

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