We are seeking our new  Senior Technical Support Engineer to join the Axway team! This is a new opportunity for a candidate who enjoys solving challenging problems and working with customers in a dynamic, fast-paced environment. 

As part of Amplify Support team 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 customers, field consultants, Managed Cloud colleagues and the R&D organization and will be positioned well to drive customer success. 

The ideal candidate is someone who has experience in providing software support and/or finds pleasure in solving technical puzzles while learning new technologies.

• Provide advanced technical support to On-Premise customers and Platform users for both the applications and environment including operating system, database, and network.
• Work with little or no supervision to provide personalized technical assistance including research, troubleshooting, problem replication and diagnostic support.
• Support Axway customers and provide guidance on any questions they might have regarding the application, its configuration and the environment (including operating system and network)
• Lead customers, consultants or Platform users through issue resolution including customer meetings, status reports and updates.
• Respond by phone, email or chat to customer tickets/questions within target service level agreements (SLA).
• Act as a gateway between the customer and internal escalation teams ensuring issues have met minimal requirements for escalation.
• Maintain and improve the existing knowledge base of Axway products and technology.
• Document all customer interactions and activities in the CRM while focusing on data quality and reusability.
• Possibility to provide after hours OnCall support on a rotating basis.

Skills/Qualifications
• Excellent verbal and written communication skills in English
• Excellent customer service skills
• Troubleshooting skills, logical thinking and technical curiosity
• Ability to work effectively in a dynamic environment as part of distributed team
• High level of ownership and accountability
• Bachelor’s Degree in IT/Computer Science or a related field of study is preferred

Key technical competencies
• Experience with Windows or UNIX troubleshooting/administration 
• Knowledge regarding network connectivity and HTTP communication protocol
• Experience with virtualization and containerization technologies (e.g. VmWare, Virtualbox, Docker, Kubernetes) will be a plus
• Knowledge of SQL/NoSQL, SOAP/Webservices, REST, SSL/TLS, OAuth will be a plus

Company Overview 

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration. 

We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions. 

Why Axway? 

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership  to inspire you daily. 

Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together. 

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en. 

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will. 

Axway is an AA and EEO employer

#LI-AM1