Customer Tech Support Engineer I

Position Overview:

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 this visible role you will work with Axways sales team field consultants and the R&D organization and will be positioned well to drive customer success.

Location: São Paulo Brazil

Salary: R$ 78K

Hybrid: 2 Days Onsite per Week Minimum

• Work with little or no supervision to provide advanced complex troubleshooting assistance problem replication/duplication and diagnostic support
• Lead accounts through complex issue resolution including customer meetings status reports and updates.
• Maintains construction
• ve relationships with customers even when issues arise
• 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 meet 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
• Ensure that customers real and perceived needs are taken into account in the delivery of products and services

• Minimum of 5 years of experience in a customer support environment
• Bachelors Degree in IT CS or a related field of study
• Knowledge of internet applications and transport protocols including SMTP FTP HTTP SSH and SSL.
• Expertise in Networking and communications communication protocols Operating Systems and Application Security
• Previous experience with Axway and Vordel products
• 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 as well as execution environments like Mozilla Rhino is advantageous.
• 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

Company Overview

Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders helping organizations drive digital transformation with secure mission-critical software that powers impactful business outcomes.

As part of74Software were backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value leveraging cutting-edge technology and fostering strong client partnerships. Join us and be part of a collaborative forward-thinking team shaping the future of enterprise integration solutions.

Why Axway

At Axway we believe were better together. We celebrate diverse perspectives and experiences knowing our people are our greatest strength. Join us and be part of a team where you can thrive grow and make an impact.

We offer benefits that support your health growth and lifestyle so you can thrive at work and beyond including health coverage retirement plans paid time off flexible work career development competitive pay and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age disability gender sexual orientation race religion or any other protected characteristic.

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