• Technical support engineer

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  • Overview

    Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationships.

    Communicate problem resolution strategies and status to the customer, internal and external in an accurate, professional, and timely, manner.




    • Work with little or no supervision to provide complex troubleshooting assistance, problem replication / duplication, and diagnostic support
    • Provide technical support for both the application and environment including operating system, database, and network
    • Lead accounts through multiple issue resolution including customer meetings, status reports, and updates
    • Respond to phone, email, and web ticket customer issues within target service level agreements (SLA)
    • Act as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation
    • Maintain current knowledge base of Axway products and technology
    • Document all customer contacts and activities in CRM




    • Good level in spoken English and French
    • Excellent customer service skills
    • Effective problem-solving skills
    • Ability to work effectively in a dynamic, virtual environment
    • Self-starting and self-motivated with a high level of initiative
    • High level of ownership and accountability.


    Key technical competences:

    • College Degree in Computer Science or Information Systems or equivalent work experience
    • 3+ years’ experience in direct technical customer support role in a software/networking/security company
    • Cross platform knowledge of Unix, Linux, and Windows
    • Knowledge regarding network connectivity and communication protocols
    • Experience in Windows and UNIX troubleshooting/administration
    • Experience with virtual machines VmWare, Virtualbox
    • Knowledge of client-server architecture
    • Knowledge in Oracle Database and SQL would be an advantage
    • Previous Technical Support experience in a multinational environment is appreciated


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