What are the responsibilities and job description for the Senior Customer Tech Support Engineer II position at Axway Software SA?
Overview
We are seeking our new Senior Customer Techncial Support Engineer to join the Axway team!
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 Axway’s 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 Axway’s sales team, field consultants the R&D organization and will be positioned well to drive customer success.
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
- Perform after hours cell phone support on a rotating basis
- Travel to customer sites to assist in problem diagnostics
Qualifications
- 3-5years experience in customer support environment
- Bachelors Degree in IT, CS or related field of study
- Expertise with SecureTransport; TransferCFT experience is a plus.
- 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
- Previous experience with Axway, Tumbleweed, or Systar products
- Experience with programming languages including Java, C and Perl advantageous
- Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms
- 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
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
Company Overview
At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000 customers, and a global team of over 1,400 passionate professionals, Axway is driving the future of enterprise integration.
We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.
Why Axway?
We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.
Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.
Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.
Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.
Axway is an AA and EEO employer
