Senior Technical Support Engineer - MFT Application

AXWAY SOFTWARE • Scottsdale, AZ

101d

About The Position

We are seeking our new Senior Technical Support Engineer - MFT Application to join the Axway team! In this role you will be working on enterprise application support for our MFT product, it is a mix of troubleshooting, SQL, networking, and customer-facing. This is a tremendous opportunity for the Senior 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 your 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.

Requirements

• 3-5 years experience in customer support environment
• Bachelor's Degree in IT, CS or related field of study
• Expertise with SecureTransport; TransferCFT experience is a plus.
• Proficiency with database systems (esp Oracle), SQL, and client-server
• Knowledge of internet applications and transport protocols including SMTP, FTP, HTTP, SSH, SSL
• Expertise or desire to learn network connectivity and communication protocols
• Previous experience with Axway, Tumbleweed, or Systar products
• Experience with programming languages including Java, C++ and Perl advantageous
• Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms
• 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

Responsibilities

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

Benefits

• Culturally rich and globally connected community
• Opportunities for growth and innovation
• Supportive leadership

What This Job Offers

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