B2B Principal Customer Tech Support Engineer

Axway Software SA•Scottsdale, AZ

2d•Hybrid

About The Position

Axway is seeking a B2B Architect with deep technical expertise in designing and architecting industry-leading B2B solutions for Managed Services implementations. The ideal candidate will have a proven track record of helping organizations implement and operate mission-critical production systems, ensuring reliability and performance at scale. A commitment to excellence in customer support and service delivery will be essential for success in this role. This role involves operating at multiple levels, acting as an operations consultant, establishing observability standards, leading complex incident resolution, driving Root Cause Analysis, leading application and platform upgrades, providing expert guidance on containerized applications, performing capacity planning and cost optimization, designing Kubernetes architectures, ensuring compliance with regulatory regimes, planning and executing Disaster Recovery strategies, contributing to internal practice assets, mentoring engineers, and collaborating with customers and internal teams. The position also requires participation in on-call rotations and after-hours support.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related engineering field.
10+ years of experience working on B2B solutions (design, implementation, administration, operations, support, and monitoring).
Proven L3-level experience in application operations, production support, and incident management.
Highly self-motivated, detail-oriented, and organized, with a strong commitment to excellence.
Experience in B2B, Managed File Transfer (MFT), integration, and EDI mapping solutions.
Solid understanding of the Controlled Substances Ordering System (CSOS).
Strong analytical and problem-solving skills, with a creative and logical mindset.
Ability to clearly articulate the value of technical capabilities to diverse audiences.
Proven ability to manage multiple workstreams while maintaining high levels of customer satisfaction.
Experience engaging with customers in a consultative capacity and building strong internal and external relationships.
Excellent verbal and written communication, as well as presentation skills.
Hands-on experience with Axway B2B Solutions, including B2Bi, CSOS, and Sentinel.
Experience working with product APIs and leveraging them to build automation.
Strong practical experience operating and supporting applications in production environments.
Solid experience in system and/or application administration on Linux/Unix platforms.
Familiarity with ticketing systems such as Salesforce, ServiceNow, and Jira.
Experience with databases (Oracle, MySQL, and PostgreSQL).
Strong knowledge of file transfer protocols and related technologies (SFTP, FTP/S, HTTPS, and AS2).
Understanding of networking concepts (OSI model) and experience with tools such as Wireshark.
Knowledge of Public Key Infrastructure (PKI) and X.509 certificates.
Experience in web application security and federated identity domains.
Experience with containerization technologies such as Docker.
Experience deploying and managing container orchestration platforms such as Kubernetes and/or OpenShift.
Proficiency in at least one scripting language (e.g., Bash, Python).
Familiarity with authentication and authorization standards, including SAML, WS-Fed, WS-Trust, OAuth, OpenID, and XACML.
Understanding of cloud technologies and architectures.

Nice To Haves

Knowledge of API management concepts and best practices.
Experience with API management platforms.
Experience building and consuming web APIs (XML, REST, JSON).
Experience testing REST-based APIs.
Experience integrating with Security Information and Event Management (SIEM) systems, including log ingestion, correlation, and monitoring.
Familiarity with DevOps tools such as Puppet, Chef, Ansible, and Jenkins.
Exposure to AI-assisted integration capabilities (e.g., LLM-powered mapping assistants) and event-driven / API-first B2B patterns.

Responsibilities

Act as an operations consultant for both classic and Kubernetes-based application platforms.
Establish observability standards: real-time B2B/EDI dashboards, transaction tracking, anomaly detection, SLA-breach alerting, and proactive incident response.
Lead complex incident resolution and manage technical escalations.
Drive Root Cause Analysis (RCA) and recommend long-term corrective and preventive actions.
Lead application and platform upgrades while ensuring stability and minimizing service disruption.
Provide expert guidance on operating, securing, scaling, and optimizing containerized applications in managed cloud environments.
Perform capacity planning, autoscaling, and cost optimization for classic and Kubernetes workloads.
Design, review, and support Kubernetes architectures, including clusters, namespaces, RBAC, ingress, networking, and storage.
Ensure alignment with regulatory and industry compliance regimes relevant to the customer base (e.g., HIPAA, PCI-DSS, GDPR, SOX, FDA/DSCSA, BDEW).
Plan and execute Disaster Recovery (DR) strategies, testing, and maintenance activities.
Contribute to internal practice assets: operational standards, runbooks, and best practices.
Mentor (informal enablement) and support L1/L2 engineers.
Collaborate closely with customers and internal teams on architecture decisions, implementations, and continuous improvements.
Participate in on-call rotations and provide after-hours support as required.