Customer Technical Support Engineer I (API)

We are looking for our new Customer Technical Support Engineer (API)to join Axways family. Are you ready Join us now!!

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 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 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 customers consultants or Platform users through 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 a 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

3-5 years of experience in a customer support environment
Bachelors Degree in IT CS or a related field of study
Proficiency with database systems (esp. Oracle) SQL Cassandra and client-server systems
Knowledge of internet applications and transport protocols including SMTP FTP HTTP SSH and SSL.
Expertise or desire to learn network connectivity and communication protocols
Previous experience with Axway Cyclone Tumbleweed Vordel or Systar products (preferred)
Experience with web APIs and related technologies such as SOAP JSON XML and WSDLs.
Experience with authentication protocols and servers using SAML OAuth and LDAP.
Experience with programming languages including Java C Perl JavaScript Groovy and Jython
Proficiency with UNIX (Solaris AIX HP-UX) Linux and Windows platforms
Experience with virtualization and containerization technologies (e.g. VmWare Virtualbox Docker OpenShift AWS Azure).
Experience with MFT (Managed File Transfer) EAI B2B protocols
The desire to flourish working in an international company with coworkers from all areas of the globe is a must.
Flexible physical presence required in the office during normal business hours and occasionally outside of the normal business hours

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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