This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Tech Support Engineer with French. It is an exciting opportunity for a seasoned professional who thrives on solving complex technical challenges and delivering exceptional customer experiences. You will play a key role in resolving escalated technical issues, mentoring junior team members, and continuously improving our support processes. We value initiative and innovation, and the ideal candidate will not only demonstrate reliability and expertise in handling support cases but also bring forward fresh ideas to enhance customer satisfaction, streamline workflows, and contribute to product feedback loops.

• Location: Axway Romania, Bucharest, Calea Serban Voda, no.133, 4th District
• Employees work in a hybrid mode 2 days per week in the office

• 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 and network
• Lead customers through 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 support; ensuring issues have met minimal requirements for escalation
• Maintain knowledge base of Axway products and technology
• Document all customer interactions and activities in CRM
• Possibility to perform after hours cell phone support on a rotating basis (on-call service)

Objective:

• 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
• Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience
• Independently resolves problems of diverse scope and moderate complexity where analysis of data and/or situations require a review of identifiable factors
• Organizes delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory
• Under guidance of the manager, will implement strategies for problem resolution that meet customer business requirements
• Exercises judgment within generally defined practices and procedures to determine appropriate action
• Provides limited pro-active account management with designated customers to monitor satisfaction levels, and to identify issues where support can be improved
• Works with other company personnel to maintain a quality of customer interaction consistent with Global Support standards
• Promotes customer advocacy and satisfaction throughout the company
• Resolves customer and field inquiries regarding the company’s current products