Customer Tech Support Engineer with Portuguese

We are seeking our new Customer Tech Support Engineer with Portuguese to join the Axway team!

Objective:
Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationships.
Communicate problem resolution strategies and status to the customer internal and external in an accurate professional and timely manner

Owns and drives resolution of customers cases. Maintains records of cases defines resolution action plans and follows through to case closure ensuring customer satisfaction of their support experience

• Independently resolves problems of diverse scope and moderate complexity where analysis of data and/or situations require a review of identifiable factors
• Organizes delivery of product fixes to customers coordinating necessary resources to ensure delivery is timely efficient and satisfactory
• Under guidance of the manager will implement strategies for problem resolution that meet customer business requirements
• Exercises judgment within generally defined practices and procedures to determine appropriate action
• Provides limited pro-active account management with designated customers to monitor satisfaction levels and to identify issues where support can be improved
• Works with other company personnel to maintain a quality of customer interaction consistent with Global Support standards
• Promotes customer advocacy and satisfaction throughout the company
• Resolves customer and field inquiries regarding the companys current products

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 and network
Lead customers through issue resolution including customer meetings status reports and updates
Respond to phone email and web ticket customer issues within target service level agreements (SLA).
Act as a gateway between the customer and the next level of support; ensuring issues have met minimal requirements for escalation
Maintain knowledge base of Axway products and technology
Document all customer interactions and activities in CRM
Possibility to perform after hours cell phone support on a rotating basis (on-call service)

Minimum Qualifications:

• Bachelors degree in a technical field (computer science math engineering or related subject matter).
• Good verbal and written communication skills in Portuguese and English.
• Excellent customer service skills and passionate about helping customers resolve their issue.
• Logical thinking and effective problem-solving skills.
  

Preferred Qualifications:

• Experience with linux/unix troubleshooting/administration.
• Knowledge regarding network connectivity and network troubleshooting tools.
• Knowledge with file transfer protocols FTP FTPS SFTP and with HTTP communication protocol.
• Experience with virtualization and containerization technologies (e.g. VmWare Virtualbox Docker OpenShift).
• Knowledge of client-server architecture clustering and load balancing.
• Knowledge of SQL/NoSQL SOAP/Webservices REST SSL/TLS OAuth will be a plus.
• Previous Technical Support experience is appreciated.

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

#LI-AS1