• Senior Support Engineer

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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 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 this 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.


    • 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
    • Travel to customer sites to assist in problem diagnostics
    • Perform after hours cell phone support on a rotating basis


    • 3-5 years of experience in a customer support environment
    • Bachelor’s Degree in IT, CS or a related field of study required
    • Proficiency with database systems (esp. Oracle), SQL, and client-server systems
    • Knowledge of internet applications and transport protocols including SMTP, FTP, HTTP, SSH, and SSL.
    • Proficiency with e-commerce standards (ANSI X12, EDIFACT, ebXML)
    • Expertise or desire to learn network connectivity and communication protocols
    • Previous experience with Axway, Cyclone, Tumbleweed, Vordel or Systar products
    • Experience with web APIs and related technologies, such as SOAP, JSON, XML and WSDLs.
    • Experience with authentication protocols and servers using SAML, OAuth and LDAP.
    • Experience with programming languages including Java, C++, Perl, JavaScript, Groovy, and Jython, as well as execution environments like Mozilla Rhino is advantageous.
    • Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms
    • Experience with MFT (Managed File Transfer), EAI, B2B protocols
    • 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
    • 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

    Axway is an EEO and AA Employer


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