Software Technical Support Engineer (MFT/B2Bi)
Software Technical Support Engineer (MFT/B2Bi)
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1 Vacancy
Job Description
Overview
We are looking for our new Customer Support Technical Engineer (MFT/B2Bi)to join Axways family. Are you ready Join us now!!
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 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 sales team field consultants the R&D organization and will be positioned well to drive customer success.
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
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 tobe 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 equal opportunity employer and complies with all applicable federal state and local laws regarding nondiscrimination and affirmative action.
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Employment Type
Full-Time
