• Principal Customer Tech Support Engineer, Syncplicity

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  • Overview

    Digital technology is no longer just another tool in the IT, marketing, sales or service toolbox to engage, inspire and attract customers. It is becoming the foundation of entirely new ways of doing business as well as giving rise to entirely new businesses. There could be 100 billion connected devices expected by 2025, leading towards a trillion sensor ecosystem. 1 billion digital natives are expected to join the workforce over the next 7 years. In a hyper-connected era of mobile, social, cloud, big data, and the Internet of Things, future growth will depend on platform business models.


    Axway (Euronext: AXW.PA) is a catalyst for transformation. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever-changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more than 11,000 organizations in 100 countries. To learn more about Axway, visit www.axway.com.


    This is a tremendous opportunity for the Principal Customer Technical Support Engineer, Syncplicity (L3), 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.


    Support Operations:

    • Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication \ duplication, and diagnostic support - for both the application and environment including operating system and network
    • Assure customer issues are managed within target Service Level Agreements (SLA) and all customer\partner interactions and activities are well documented
    • Evolve knowledge base resources of Syncplicity products and technology
    • Perform after hours cell phone support on a rotating basis (on-call service)
    • Act as escalation point to L1 and L2 TSE and remain accessible to take over challenging situations after prioritization by management team
    • Monitors day to day ticket allocation and balance workload amongst all skilled TSE
    • Performs regular case reviews and at least once a week - global backlog grooming
    • Assure case load is balanced across TSE to avoid delays and assure accelerated progress (and resulting higher customer satisfaction)
    • Conduct weekly team meetings to follow-up through changes, processes and company messages
    • Assure team members are following company policies (both internal and external) as needed
    • Provides in-depth analysis and communication of trending escalations, and feedback from field resources, to Sustaining Engineering and Product Management teams
    • Lead customers through issue resolution including customer meetings, status reports and updates
    • Maintains constructive relationships with customers even when issues arise
    • Manages metrics along with countermeasures and plans for resolutions of critical issues or trends

     People Development and Leadership:

    • Lead by example to direct reports and individual contributors under direct supervision
    • Provide summarized feedback on the team members per needed basis or when requested
    • Mentors and coaches L1 and L2 TSEs
    • Brainstorm and challenge the overall strategy and factual data quality as part of the troubleshooting process
    • Act as mediator and facilitator whenever consulting outside the team
    • Conduct regular 1:1 meeting with team members whenever appropriate
    • Organize and conduct training(s) for team to improve overall knowledge levels per product and technology
    • Teaches, ensures coaching (formally or informally) in area of own expertise  

    Continuous improvement management

    • Takes part, engages and help set priorities with respective teams in product improvements for platform and services
    • Follow up on survey feedbacks on closed cases
    • Act upon customers’ or Sales\Pre-Sales escalations and provide summarized analysis on the follow up and action plan on addressing the underlying root cause
    • Act on positive surveys and share them to the team as needed
    • Be the voice of Global Support and weigh in whenever decisions impact Global Support ability to deliver high customer satisfaction


    • Strong verbal and written communication skills
    • Excellent customer service skills
    • Excellent analytical skills
    • Ability to work under pressure
    • Ability to work and negotiate with other teams
    • 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
    • Good understanding of the software development and support processes
    • Bachelor's Degree Required 

    Key Technical Competences

    • Strong knowledge and experience in Linux\Unix troubleshooting\administration
    • Strong knowledge in Networking
    • Good knowledge of Windows OS\troubleshooting\administration
    • Good knowledge on protocols (HTTP, SSH, FTP, SMTP etc.)
    • Good knowledge in Web technology (JavaScript, CSS, XML, PHP etc.)
    • Knowledge of client-server architecture
    • Knowledge in Security\Encryption (SSL,TLS, SMIME, PGP etc.) will be a plus
    • Knowledge in mobile applications will be a plus
    • Experience with APIs
    • Experience with SSO (SAML, OAuth) and IDP providers (ADFS, OneLogin etc.) will be a plus
    • Experience with Virtual Machines (VMware, Virtualbox etc.)
    • Experience with Amazon Web Services (AWS)
    • Experience with enterprise SaaS software solutions will be a plus

    Axway is an AA and EEO Employer


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