Senior Customer Tech Support Engineer III

Axway Software • Scottsdale, AZ

292d • Remote

About The Position

Axway, Inc. seeks a Senior Customer Tech Support Engineer III in Scottsdale, AZ. The role involves researching, designing, and developing computer and network software or specialized utility programs. The engineer will analyze user needs and develop software solutions, providing advanced complex troubleshooting assistance, problem replication/duplication, and diagnostic support for both the application and environment, including operating system, database, and network. The position requires working on accounts to resolve complex issues, including customer meetings, status reports, and updates. The engineer will respond to phone, email, and web ticket customer issues within target service levels and act as a gateway between the customer and the next level of resources, ensuring issues have met minimal requirements for escalation. All customer contacts and activities must be documented in customer relationship management (CRM), while also providing beta/sprint support for assigned products. The position allows for partial remote work, but candidates must live within reasonable commuting distance to the company office in Scottsdale, AZ.

Requirements

• Bachelor's degree in Information Technology, Applied Computer Science, Electronic Engineering, or related field.
• 3 years of related experience.
• Experience with Database Systems: Oracle, SQL, or MySQL.
• Knowledge of Internet Applications and Transport Protocols (SMTP, FTP, HTTP, and SSH).
• Familiarity with Network Connectivity and Communication Protocols (TCP/IP, SSL, and TLS).
• Experience with enterprise level EDI processing software, like Axway B2Bi, Cleo Integration Cloud, IBM Sterling Integrator, or OpenText BizManager.
• Proficiency in Java, C++, or Perl.
• Experience with UNIX (Solaris, AIX, and HP-UX), Linux, and Windows platforms.
• Knowledge of MFT (Managed File Transfer), EAI, and B2B protocols.

Responsibilities

• Research, design, and develop computer and network software or specialized utility programs.
• Analyze user needs and develop software solutions.
• Provide advanced complex troubleshooting assistance, problem replication/duplication, and diagnostic support.
• Work on accounts through resolving complex issues, 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.
• Document all customer contacts and activities in customer relationship management (CRM).
• Provide beta/sprint support for assigned products.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree