Senior Technical Support Engineer – Mainframe

Position Overview:

We are seeking our new Senior Technical Support Engineer - MFT Application to join the Axway team! In this role you will be working on enterprise application support for our MFT product which involves troubleshooting SQL networking and customer-facing work.

This is a tremendous opportunity for the Senior 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 and the R&D organization and be well-positioned to drive customer success.

Location:Scottsdale AZ

Hybrid:2 Days Onsite per Week

• Provide advanced technical support for both the application and environment including the 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 internal teams including R&D sales escalation engineers to ensure product fixes and enhancements)
• Maintain current working knowledge of Axway products and technology
• Document all customer contacts and activities in CRM
• Provide beta/sprint support for assigned products
• Independently manages and drives the resolution of customer cases from intake to closure within strict target Service Level Agreements (SLAs)
• Participates in 24/7 after-hours on-call rotations and may require occasional travel to customer sites for on-site troubleshooting
• Provides proactive account management for designated customers to monitor satisfaction levels and identify opportunities for support improvement

• Minimum 5 years of experience in customer support or production environment
• Bachelors Degree in IT CS or related field of study
• Deep mainframe expertise and experience several years as a system administrator monitoring production and/or mainframe support
• Proficiency in JCL REXX SPOOL JES2

• Must have deep knowledge of network connectivity and communication protocols such as FTP/SFTP HTTP/HTTPS SSH and TLS certificate management

• Expected familiarity with cloud and containerization technologies (AWS Azure GC Docker Kubernetes)
• AS400 knowledge is not mandatory but a plus

• Requires deep understanding of Linux/Unix and proficiency with Windows operating systems including command-line navigation log analysis and environment troubleshooting

• Proficiency in SQL and database concepts (e.g. Oracle MySQL PostgreSQL MongoDB) is required
• Experience with MFT (Managed File Transfer) applications such as Transfer CFT is not mandatory but a plus.
• The desire to flourish while working in an international company with coworkers from all over the globe is a must.
• Physical presence required in the office during normal business hours and occasionally outside of the normal business hours

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

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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