Senior Customer Technical Support Engineer

Overview

We are seeking our new Senior Customer Technical Support Engineer 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 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, and the R&D organization and be well-positioned to drive customer success.

 

Location: Scottsdale, AZ

Hybrid: 2 Days Onsite per Week

Responsibilities

• 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

Qualifications

• Minimum 5 years of experience in customer support or a production environment
• Bachelor's Degree in IT, CS, or related field of study

• 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)

• 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
• The desire to flourish while working at an international company with coworkers from all over the globe is essential.
• Physical presence is required in the office during normal business hours and occasionally outside of normal business hours
• Experience with networking fundamentals, connectivity troubleshooting, and certificates

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
• Windows Server experience
• Exposure to programming or scripting languages (Java, Perl, Python, Bash)

 

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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 of 74Software, we're 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 we're 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.