Senior Technical Support Engineer

We are seeking our new Senior Technical Support Engineer to join the Axway team! This is a new opportunity for a candidate who enjoys solving challenging problems and working with customers in a dynamic fast-paced environment.

As part of Amplify Support team you will start by learning one of Axways 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 Axways customers field consultants Managed Cloud colleagues and the R&D organization and will be positioned well to drive customer success.

The ideal candidate is someone who has experience in providing software support and/or finds pleasure in solving technical puzzles while learning new technologies.

Provide advanced technical support to On-Premise customers and Platform users for both the applications and environment including operating system database and network.
Work with little or no supervision to provide personalized technical assistance including research troubleshooting problem replication and diagnostic support.
Support Axway customers and provide guidance on any questions they might have regarding the application its configuration and the environment (including operating system and network)
Lead customers consultants or Platform users through issue resolution including customer meetings status reports and updates.
Respond by phone email or chat to customer tickets/questions within target service level agreements (SLA).
Act as a gateway between the customer and internal escalation teams ensuring issues have met minimal requirements for escalation.
Maintain and improve the existing knowledge base of Axway products and technology.
Document all customer interactions and activities in the CRM while focusing on data quality and reusability.
Possibility to provide after hours OnCall support on a rotating basis.

Skills/Qualifications
Excellent verbal and written communication skills in English
Excellent customer service skills
Troubleshooting skills logical thinking and technical curiosity
Ability to work effectively in a dynamic environment as part of distributed team
High level of ownership and accountability
Bachelors Degree in IT/Computer Science or a related field of study is preferred

Key technical competencies
Experience with Windows or UNIX troubleshooting/administration
Knowledge regardingnetwork connectivityandHTTP communication protocol
Experience withvirtualization and containerization technologies (e.g. VmWare Virtualbox Docker Kubernetes) will be a plus
Knowledge of SQL/NoSQL SOAP/Webservices REST SSL/TLS OAuth will be a plus

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 mission-critical 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 head-on. 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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