Senior Customer Technical Support Engineer

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.

• 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 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